Mitel IP Phone Reference Guide - voxnetinc.com · This document is provided as a reference guide...

silhouette Cloud-Based Phone System Mitel IP Phone User Reference Guide Release 5.0 Final

Contents

Introduction ........................................................................................1

Setting your language ............................................................................1Setting your language for the web interface ..........................................1Setting your language for the phone text .............................................2Language for Voice Mail ..................................................................2

What's new in Release 5.0.1 ...................................................................3Multiple Business Hours ...................................................................3Unified Communicator Express (UCE) ..................................................3Mitel 5320 and 5360 phones .............................................................3

Using the phone system .........................................................................3Using Mitel 5320/5330/5340/5260 IP phones .........................................4

Mitel 5320 IP phone ..................................................................................... 4Mitel 5330 IP phone ..................................................................................... 5Mitel 5340 IP phone ..................................................................................... 6Mitel 5360 IP phone ..................................................................................... 7Initial setup for 5320/5330/5340/5360 phone service ............................................. 8Answering a call on the 5320/5330/5340/5260 phone ............................................. 9Making a call on the 5320/5330/5340/5260 phone ................................................ 11Using features via the 5320/5330/5340/5260 phone ............................................. 12Voice mail on the 5320/5330/5340/5260 phone ................................................... 30Volume control on the 5320/5330/5340/5260 phone ............................................. 30

Using the Mitel 5224/5324 IP phone .................................................. 31Mitel 5224/5324 IP Phone ............................................................................. 31Initial set-up for 5224/5324 phone service ......................................................... 32Answering a call on the 5224/5324 phone .......................................................... 34Making a call on the 5224/5324 phone .............................................................. 36Using features via the 5224/5324 phone ............................................................ 37Voice mail on the 5224/5324 phone .................................................................57Volume control on the 5224/5324 phone ........................................................... 57

Using the Mitel 5212/5312 IP Phone .................................................. 58Mitel 5212/5312 IP phone ............................................................................. 58Initial set-up for Mitel 5212/5312 IP phone service ............................................... 59Answering a call on the 5212/5312 IP phone ....................................................... 60Making a call on the 5212/5312 IP phone ........................................................... 62Using features via the 5212/5312 IP phone ......................................................... 63Voice mail on 5212/5312 IP phone ................................................................... 80Volume control on the 5212/5312 IP phone ........................................................ 80

Using Mitel 5304 phones ................................................................ 81Mitel 5304 IP phone .................................................................................... 82Initial setup for 5304 phone service .................................................................83Answering a call on the 5304 phone .................................................................83Making a call on the 5304 phone ..................................................................... 85Using features via the 5304 phone ................................................................... 86

iiiFinal

Voice mail on the 5304 phone ...................................................................... 104Volume control on the 5304 phone ................................................................ 105

Using a headset ......................................................................... 106Connect and configure the headset ................................................................ 106Answer a Call with the headset .................................................................... 106End a Call with the headset ......................................................................... 106Mute the headset ..................................................................................... 106Make a call with the headset ....................................................................... 107Switch to the handset ................................................................................ 107

Using a Programmable Key Module .................................................. 107Mitel 5310 IP Conference Unit ........................................................ 107

Using the Conference Unit for 5320/5330/5340/5260 phones ................................. 108Using the Conference Unit for 5324 phones ...................................................... 112

Using other phones ..................................................................... 116Compatible peripherals matrix ....................................................... 116

Personalizing phone usage via the web .................................................. 116Web login ................................................................................ 117

To stop the security alert at log in ................................................................ 118Forgotten PIN .......................................................................................... 118Change PIN ............................................................................................ 118

Web logout .............................................................................. 119Quick set-up ............................................................................. 120Change user details .................................................................... 121Record your name for the Auto Attendant ......................................... 121Permissions .............................................................................. 122

Permission types ...................................................................................... 122Configure phone ........................................................................ 123

Program memory keys ............................................................................... 124Program memory keys on PKM ...................................................................... 125Programmable memory key features .............................................................. 126Select key mapping profile .......................................................................... 134Configure Ring Tones ................................................................................. 134Print phone labels .................................................................................... 135

Call Coverage ........................................................................... 135Twinning ................................................................................. 136Call groups ............................................................................... 137

Join/leave call groups ............................................................................... 137Agent Presence Control Key .......................................................... 138Directories ............................................................................... 139

View the internal directory ......................................................................... 140View the external directory ......................................................................... 140Sort directory list ..................................................................................... 140Find a person in the internal directory ............................................................ 140Find an entry in the external directory ........................................................... 140Click to Call ............................................................................................ 141Print a directory ...................................................................................... 141

Dynamic site ............................................................................. 142Create a dynamic site ................................................................................ 143Release a dynamic site .............................................................................. 143

iv Contents Final

View dynamic site information ..................................................................... 144Connect your phone on a dynamic site ............................................................ 144

Voice Mail ................................................................................ 144Enable Message Waiting Indicator .................................................................. 144Configure email notification of voice messages ................................................. 145Configure email forwarding of voice messages .................................................. 145Configure dial-0 destination ........................................................................ 146Configure language for voice mail retrieval ...................................................... 147Configure timezone for voice mail ................................................................. 147Reset voice mail PIN ................................................................................. 147

Web pages ............................................................................... 148My settings ............................................................................................. 148Company directories ................................................................................. 150

Getting more help ............................................................................ 150

Phone Messages ............................................................................... 150

Glossary ......................................................................................... 155

Feedback on Documentation ............................................................... 167

Contents vFinal

vi Contents Final

IntroductionThis document is provided as a reference guide for the use and configuration of your Mitel 5212/5312 IP Phone, Mitel 5224/5324 IP phone, Mitel 5320/5330/5340/5260 IP phone, and Mitel 5304 IP phone and the phone system features. The document has two main sections:

1 “Using the phone system” on page 3 provides information on

• The phones and their features

• Making and answering calls

• Using the phones’ features

2 “Personalizing phone usage via the web” on page “Personalizing phone usage via the web” on page 116 provides information on customizing your phone based on your personal preference. Information includes how to

• Set up your call coverage

• Program your memory keys

• Change your PIN

• Record your name announcement for the auto attendant

• View your personal information

Customizations are performed using a web interface.

The information in this document is also accessible online in the web interface by selecting the Help button at the top or bottom of any page. Context-sensitive help is available by selecting the icon on any page.

Setting your languageIf your system has been set up for multiple languages, you can set the language for your access to the web interface as well as the phone’s LCD display.

Setting your language for the web interface

To set your language for the web interface, you need four things: (1) your extension, (2) your PIN, (3) the Login URL, and (4) access to the Internet using Internet Explorer 6.0 or later or Firefox 1.5.0.4 or later. These are all available from your administrator.

You first need to determine the Language Selection URL. Your administrator will provide you with a Login URL. The Login URL should be of the form:

Introduction 1Final

https://<Name or IP Address>/webadmin/login/<YourCompany>

Replace the bold part with "select_language" to create the Select Language URL:

https://<Name or IP Address>/webadmin/select_language/company

For example, if your Login URL is:

https://78.1.2.3/webadmin/login/MyCompany

then the Select Language URL will be

https://78.1.2.3/webadmin/select_language/MyCompany

To change your language for the web interface, follow these steps:

1 Start your web browser.

2 Enter the Select Language URL you determined above.

3 Choose your language by selecting the appropriate button.

4 Bookmark this page and use it for all future logins to the system.

5 Type your User ID (your extension).

6 Type your PIN.

7 Select the Login button. The Home page should be displayed.

Setting your language for the phone text

To change your language for the phone text, follow these steps:

1 After logging in to the web interface, select My Personal Details in the Navigation pane. The Personal Details page is displayed with your personal details in the Information pane.

2 Select your language from the pull down list in the Language for Phone field.

3 Select the Save button to save the information.

Language for Voice Mail

If you have a voice mail box, the language used for the voice mail box will be the same as the language that was originally set (by your Administrator when creating your extension) in the "Language for Phone” field. Modifying the field does not change the voice mail language. If you wish to change the language for your voice mail box, see “Configure language for voice mail retrieval” on page 147.

2 Setting your language Final

https://78.1.2.3/webadmin/login/MyCompany

https://78.1.2.3/webadmin/select_language

What's new in Release 5.0.1The following changes are available in Release 5.0.1:

Multiple Business Hours

silhouette now supports Multiple Business Hours. Multi-site Tenants often have a need to support multiple definitions for Business Hours: each site may have different opening and closing times. Multiple Business Hours provides Tenants with the ability to set different business hours for different sites, as well as managing business hours for DIDs and tenants.

Unified Communicator Express (UCE)

silhouette now supports Mitel® Unified Communicator® (UC) Express, a cost-effective desktop assistant that seamlessly combines telephony with integration to Microsoft Outlook, providing users with a range of intelligent call handling facilities and productivity enhancements.

Mitel 5320 and 5360 phones

silhouette now supports the “Mitel 5320 IP phone” and “Mitel 5360 IP phone” .

Using the phone systemThis section explains your phone features and how to use them after they have been enabled through the web interface.

The Mitel 5330 and 5340 IP phones provide support for all the user functionality. The phones also include Memory key label LCD display. The setup and operation of this phone is described in “Using Mitel 5320/5330/5340/5260 IP phones” on page 4.

The Mitel 5224/5324 IP Phone has the same functionality without the Memory key label LCD display. The setup and operation of this phone is described in “Using the Mitel 5224/5324 IP phone” on page 31.

The Mitel 5212/5312 IP Phone has a smaller set of memory and feature keys than the others. This phone’s setup and operation are described in “Using the Mitel 5212/5312 IP Phone” on page 58.

The Mitel 5304 IP Phone is similar to the 5212/5312 IP phone but with less memory keys and less LEDs. This phone's setup and operation are described in “Using Mitel 5304 phones” on page 81.

A Mitel 5310 conference unit can also be connected to a Mitel 5224/5324 or 5320/5330/5340/5260 IP phone to provide optimal hands-free sound quality.

What's new in Release 5.0.1 3Final

See “Mitel 5310 IP Conference Unit” on page “Using the Mitel 5224/5324 IP phone” on page 31.

Programmable Key Modules (PKMs) can be added to the Mitel 5224/5324 IP phones to provide additional programmable memory keys - see “Using a Programmable Key Module” on page 107.

Using Mitel 5320/5330/5340/5260 IP phones

This section describes the Mitel 5330 and 5340 IP phones.

• To set up your new phone service, see “Initial setup for 5320/5330/5340/5360 phone service” on page 8.

• For a description of the Mitel 5330 IP phone, see “Mitel 5330 IP phone” on page 5.

• For a description of the Mitel 5340 IP phone, see “Mitel 5340 IP phone” on page 6.

• Other than the different number of programmable memory keys, the functionality of the Mitel 5330 and 5340 IP phones are the same.

Other topics covered in this section include the following:

• “Answering a call on the 5320/5330/5340/5260 phone” on page 9

• “Making a call on the 5320/5330/5340/5260 phone” on page 11

• “Using features via the 5320/5330/5340/5260 phone” on page 12

• “Volume control on the 5320/5330/5340/5260 phone” on page 30

• “Voice mail on the 5320/5330/5340/5260 phone” on page 30.

Mitel 5320 IP phoneThe Mitel 5320 Phone has the following features:

• Handsfree speakerphone

• Date/Time Display

• Softkeys

• Information Area Display

• Memory key label LCD display

• Fixed function keys

• Mute and Speaker keys

• Message Waiting Lamp

• Dedicated headset jack

• Do not disturb (DND) mode

4 Using the phone system Final

• Wall mountable

Figure 1: Mitel 5320 IP phone

Mitel 5330 IP phoneThe Mitel 5330 IP phone has the following features:

Handsfree speakerphone


• 2-line 20-character backlit Information Area Display

• 3 pages of 8 (total 24) multi-function memory keys with color LEDs


• Fixed function keys




Information Area Display

Memory Keys & Memory Key Label Display

Navigation Buttons

Key Pad

Fixed Function Keys

Softkeys

Date/Time

Display

Volume/Contrast/Scroll

Message Waiting Lamp

Speaker

Mute

Using the phone system 5Final

• Wall mountable

Figure 2: Mitel 5330 IP Phone

The Information Area Display shows information about the current telephone call (such as name and number).

There are three softkeys. The meaning of each softkey is displayed directly beside the key.

There are three pages of 8 memory keys. The icons at the bottom of the phone indicate which page is current. The page navigation buttons can be used to switch pages. The memory key labels are also displayed beside each one.







• 6 Fixed function keys




• Wall mountable




There are six softkeys (the three on the right are currently not used). The meaning of each softkey is displayed directly beside the key.

There are three pages of 16 memory keys. The icons at the bottom of the phone indicate which page is current. The page navigation buttons can be used to switch pages. The memory key labels are also displayed beside each one







• 6 Fixed function keys





• Wall mountable



There are six softkeys (the three on the right are currently not used). The meaning of each softkey is displayed directly beside the key.

There are three pages of 16 memory keys. The icons at the bottom of the phone indicate which page is current. The page navigation buttons can be used to switch pages. The memory key labels are also displayed beside each one

Initial setup for 5320/5330/5340/5360 phone serviceTo set up your new phone service, follow these steps:

1 Activate your phone. See “Activating a 5320/5330/5340/5260 phone” on page 8.

2 Perform a Quick Set-up. See “Quick set-up” on page 120.

Activating a 5320/5330/5340/5260 phone

To activate a phone you need (1) an extension, (2) a phone, and (3) a PIN. The administrator can provide you with an extension and an initial PIN.

To activate your phone, follow these steps:

1 Disconnect your computer from the network.

Date/TimeDisplay

Message WaitingLamp

Volume, Speaker& Mute Controls

Fixed Function

Keypad

Keys

NavigationKeys

GadgetSidebar

ControlArea

ListArea


2 Plug the phone into the network.

3 Plug the computer into the phone at the port marked PC.

4 Connect one end of the phone power pack into your phone and the other end into a power outlet.

Note: If your network is configured with Power Over Ethernet (POE), the above step is not necessary.

5 Wait for the Information Display Area to show "Logged Out" (this may take 30 seconds or more).

6 Press the ACTIVATE softkey.The Information Display Area will prompt you for your "Extension:"

7 Enter your extension.

8 If you have login/logout privileges, the Information Display Area will prompt you for your "PIN:" Enter your PIN, then press the ENTER softkey.

9 If you do not have login/logout privileges, the Information Area Display will show your extension Press the YES softkey.

You have now successfully activated the phone, and can make calls.

See “Quick set-up” on page 120 for information about initial settings you should configure through the web interface.

Answering a call on the 5320/5330/5340/5260 phoneWhen an incoming call is received on a phone, several things happen: (1) the phone rings, (2) a Line Appearance flashes, and (3) the Information Area Display shows the phone number of the caller and, if known, the name of the caller.

You can answer an incoming call by picking up the handset, pressing the flashing Line Appearance key, pressing the ANSWER softkey, or by pressing the key.

Because the Mitel 5320/5330/5340/5260 IP phone has multiple pages of programmable memory keys, it is possible that the call could appear on a Line Appearance key located on a different page from the one being displayed. In this case, you can still answer the call by picking up the handset, pressing the ANSWER softkey, or by pressing the key.


You can pull back a call that has been answered by a twinned target phone by pressing the corresponding Line Appearance key. See “Twinned calls on the 5320/5330/5340/5260 phone” on page 29

Using the 5320/5330/5340/5260 handset

To answer your phone using the handset, follow these steps:

1 Lift the handset.

Note: If you choose to ignore the incoming call and select a different line appearance, the line appearance continues to flash but the phone stops ringing.

To end the call while using the handset, choose one of the following:

• Press the END softkey.

• Replace the handset.

Using the 5320/5330/5340/5260 speakerphone

To switch from the handset to the speakerphone during a call, follow these steps:

1 Press the key.

2 Replace the handset.

To end a call while using the speakerphone, choose one of the following:


• Press the key.

Switch from speakerphone to handset on the 5320/5330/5340/5260 phone

To switch from the speakerphone to the handset during a call, pick up the handset.




Answering a second call on the 5320/5330/5340/5260 phone

A second incoming call causes three things to happen: (1) the phone rings once (only if you are using the handset), (2) a line appearance flashes, and (3) the Information Area Display shows the number and name of the caller, if


known. If the name of the caller is unknown, either the phone number or "Unknown Caller" is displayed.

To answer a second call, choose one of the following:

• Press the flashing Line Appearance key. This puts the active call on hold and answers the second call.

• End the first call by replacing the handset. The phone will start ringing. Pick up the handset again to answer the second call.

To switch between two active calls, press the flashing Line Appearance key. This puts the active call on hold, and activates the other call.

Note: If the display shows )) prior to the number calling, this indicates that it is a second call.

Answering a call group call on the 5320/5330/5340/5260 phone

When an incoming call to a call group is received on a phone, the second line of the Information Display Area shows the name of the group that was called. The first line continues to display the number and name of the caller, if known.

You can answer an incoming call group call by using the handset or the speakerphone.

Making a call on the 5320/5330/5340/5260 phoneTo make a call, follow these steps:

1 Lift the handset. This will select the next available Line Appearance. You can also start dialing the number without lifting the handset. This will automatically select the next available Line Appearance and operate in speakerphone mode.

2 To make an internal call, dial the extension. To make an external call, dial the prefix required for external dialing (usually 9) followed by the number you want to call.

When you finish dialing the number the call is placed. If you place an internal call, the Information Area Display shows the extension and name of the connected party once the call is answered. If you place an external call, the Information Area Display shows the name of the connected party, or if the name is unknown, the phone number.

3 To end the call, choose one of the following:



321: Robin JonesFor: Sales Group


Note: To use the speakerphone for step 1, press an available Line Appearance key or the key instead of lifting the handset.

4 To end the call before you have completed dialing, choose one of the following:

• Replace the handset if using the handset.

• Select the key if using the speakerphone.


Making a second call on the 5320/5330/5340/5260 phone

To make a second call while on an active call, follow these steps:

1 Press any available Line Appearance key. This puts the active call on hold, and provides dial tone for a second call.


3 When you finish dialing the number the call is placed.

4 If you place an internal call, the Information Area Display shows the extension and name of the connected party once the call is answered. If you place an external call, the Information Area Display shows the name of the connected party, or if the name is unknown, just the phone number.

5 To switch between two active calls, press the flashing Line Appearance key. This puts the active call on hold, and activates the other call.

Ending one call keeps the second call on hold. To reconnect to the second call, press the flashing Line Appearance key.

Using features via the 5320/5330/5340/5260 phoneThis section explains the features available from your phone. Some of these features must be pre-programmed in order to be available. To learn how to program features to keys see “Program memory keys” on page 124.

3-way call on the 5320/5330/5340/5260 phone

Using 3-Way Call, you can set up a phone call among three separate parties.

To activate 3-Way Call, follow these steps:

1 While on an active call, press the CONF softkey. This places the first call on hold, and selects an available Line Appearance. The Information Area Display prompts you to enter who to "Conf with:"


2 Enter the phone number of the third party.

3 The system dials the number and displays a "Calling" message along with the caller ID.

4 When the third party answers the call, the Information Area Display updates with the caller ID.

5 Press the CONF softkey again. The 3-Way Call is now activated.

Notes: Until the CONF softkey is pressed a second time, the first party will remain on hold and you can talk with the second party privately.By putting a 3-Way Call on hold, the other parties can continue talking.You can use the key instead of the CONF softkey. When using this key you must press twice to activate a 3-way call or you will initiate a transfer instead.If you want the option to leave the conference and leave the two parties connected (when both parties are external), you must have the permission Redirect Inbound Call to External Number enabled.Once the 3-Way Call is established, you can use the transfer feature to transfer both parties to another party.

Joining two calls on the 5320/5330/5340/5260 phone

The 3-way call feature allows you to conference together two calls on your phone's Line appearances. To activate a 3-way call in these circumstances, follow these steps:

1 While on an active call, press the CONF softkey.

2 Select the Line Appearance of the person on hold that is to be connected.


Account codes on the 5320/5330/5340/5260 phone

Users can enter account codes against incoming and outgoing calls to associate those calls with a particular client or account. Once entered, account codes are logged in the call records kept by your service provider and can be provided to you on request. Your administrator can enable and disable the Account Code feature for your business and specify the minimum and maximum valid account code length.

To use the Account Code feature, a user must have a memory key programmed with the Account Code feature or be using a phone key profile that has been programmed with the Account Code feature.


Account code entry on the 5320/5330/5340/5260 phone

Account codes can be entered against incoming and outgoing calls to associate those calls with a particular client or account. Account code entry is accepted before a call is placed or during a call.

To enter an account code before you place a call, follow these steps:

1 Select the Account Code key.

2 Enter the account number using the phone keypad.

3 Press the CALL softkey to start your call. The next available line appearance is selected, dial tone is heard and your phone display updates.

4 Proceed with making your call.

To enter an account code during a call, follow these steps:

1 Select the Account Code key.

2 Enter the account number using the phone keypad. You hear a tone as you press the phone keys, but the person on the other end does not. The Information Area Display shows the account code entered.

3 Press the ENTER softkey when you have finished entering the account code.

Notes: You can re-enter an account code for a call multiple times. The last account code entered is the account code that will be assigned to the call.To cancel the account code entry, press the QUIT softkey.If you enter an account code with an invalid length, the Information Area Display briefly shows "Invalid Account Code". Contact your system administrator to determine the valid account code length for your business.You cannot assign an account code to a call once it has been completed.

Account code speed entry on the 5320/5330/5340/5260 phone

Account code entry is accepted before a call is placed or during a call. To use this feature, it must be enabled for your business and you must have a memory key programmed with Account Code and a pre-programmed account code. See “Program memory keys” on page 124.

To enter a pre-programmed account code before you place a call, follow these steps:

1 Select the Account Code key. The Information Area Display briefly shows the account code that has been pre-programmed.


2 The next available line appearance is selected, dial tone is heard and your phone display updates.


To enter a pre-programmed account code during a call, follow these steps:

1 Select the Account Code key. The Information Area Display briefly shows the account code that has been pre-programmed.

Notes: You can re-enter an account code for a call multiple times. The last account code entered is the account code that will be assigned to the call.To cancel account code entry before the call is placed, replace the

handset (or, if using the speakerphone, press the key). Account code speed entry during a call cannot be cancelled.If the pre-programmed account code has an invalid length, the phone LCD briefly displays "Invalid Account Code". Contact your system administrator to determine the valid account code length for your business.You cannot assign an account code to a call once it has been completed.

Call Lists on the 5320/5330/5340/5260 phone

Call list on the 5320/5330/5340/5260 phone

Call list keeps a list of the calls that you make and receive. The call list is accessible from your phone. You can redial any calls that you made from the call list. See “Redial on the 5320/5330/5340/5260 phone” on page 16. You may be able to dial a number from your incoming call list if it is supported by your service provider.

To view the list of incoming calls received, follow these steps:

1 Press the CALLS softkey on your phone. If you have programmed one of your programmable keys as Incoming Calls List, you can press this key instead.The caller's name of the most recent call that you received is displayed. If the name of the caller is not known, the number will be displayed.

2 Use the keys to navigate the list.

3 Press the TIME softkey if you wish to display the time and date of the call.

4 Press the NUMBER softkey if you wish to display the number of the caller.

5 Press the NAME softkey if you wish to display the name of the caller again. If the name is not known, this option is not available.

6 Press the QUIT softkey to exit from the call list.


To call a number from your incoming calls list (only available if dialing from the incoming call list is supported by your Service Provider):

1 Press the CALLS softkey on your phone (or the Incoming Calls List programmed key). The caller's name of the most recent call that you received is displayed.


3 Press the DIAL softkey to make a call to the displayed number.The next available Line Appearance is selected and the system will attempt to dial the displayed number by prefixing it with the appropriate digits for external dialing (usually "9" or "91" depending on configuration). If the number can be dialed as such, you will hear ringing once the call has been placed. If the number cannot be dialed as such, the call will fail and you will have to dial the number manually remembering to include the proper prefix digits.

Notes: The position of the call in the call list is displayed in front of the phone number.The * symbol beside the position of the call means that the call was not answered.If the call was answered by a member of your call pickup group, then the call will show as unanswered (with a *) on your phone and answered (without a *) on the call pickup group member's phone that answered the call.*CALLS means that there has been at least one unanswered call since the last time you viewed the list of calls you received.

Redial on the 5320/5330/5340/5260 phone

Using Redial you can view a list of calls that were made and also redial a number in that list without using the keypad. The maximum amount of numbers in your redial list is typically ten but is dependant on your service provider.

To use Redial, follow these steps:

1 Press the REDIAL softkey or the key.The number that you most recently dialed is displayed.

2 Use the keys to navigate the list (if required).


4 Press the NUMBER softkey if you wish to display the number dialed.


5 Once the required number is displayed, press the DIAL softkey to make the call. The next available Line Appearance is selected and you will hear ringing once the number has been dialed.

Notes: The * symbol beside the position number means that the call was not answered.The position of the call in the call list is displayed in front of the phone number.Press the QUIT softkey or the key to exit from the call list.

Call pickup on the 5320/5330/5340/5260 phone

Using the call pickup feature, you can answer incoming calls for other members of your call pickup group.

To use this feature, you must be a member of a call pickup group and have a memory key programmed as Pickup. See “Program memory keys” on page 124.

When a call comes into any member of your call pickup group, their phone will ring and your Pickup key will flash. To answer the call, follow these steps:

1 Lift the handset.

2 Press the Pickup key.

or

1 Press the Pickup key to answer the call in speaker mode.

You can also join and leave your pickup group with a Join/Leave group key or via the web interface. When you leave the group, this disables other group members from picking up your calls; however, you can still pickup other members' calls.

You cannot pick up calls to a member of your call pickup group if the call does not result in the member phone ringing. For example, if the called member is either logged out or has no available Line Appearances, then you cannot pick up the call.

Company speed dial on the 5320/5330/5340/5260 phone

Using Company Speed Dial, you can call a number from the External Directory by pressing a single memory key on your phone. To use this feature, you must have a phone key programmed with Company Speed Dial. See “Program memory keys” on page 124.

To make a call using the company speed dial, choose one of the following:


• Press the Company Speed Dial key for the number you want to call. The system will select the next available Line Appearance for you and activate the speakerphone.

• Activate the speakerphone and press the Company Speed Dial key.

• Select an available Line Appearance. This will activate the speakerphone. Press the Company Speed Dial key

• Lift the handset and press the Company Speed Dial key for the number you want to call.

Directory on the 5320/5330/5340/5260 phone

Using the Directory, you can view the Internal Directory on your phone's LCD screen and make calls.

You can access the directory with the phone on-hook or off-hook. To view the directory, follow these steps:

1 Press the MENU softkey.The phone displays the menu options.

2 Press the DIR softkey. The system displays the first name in the directory on the first line of the Information Area Display.

3 Use one of the following options to locate the person that you would like to call:

• Press the number on the keypad for the appropriate first letter of the person's last name. For example, press "5" twice for "K".

• Scroll down or up, using the keys to find the name you want.

4 Once the correct name is displayed, press the DIAL softkey.

Forwarding your 5320/5330/5340/5260 phone

Using the forwarding features, you can forward your phone by following the procedures described in the following sections:

• “Forwarding your 5320/5330/5340/5260 phone to auto attendant” on page 18

• “Forwarding your 5320/5330/5340/5260 phone to co-worker” on page 19

• “Forwarding your 5320/5330/5340/5260 phone to coverage” on page 19

• “Forwarding your 5320/5330/5340/5260 phone to number” on page 19

• “Forwarding your 5320/5330/5340/5260 phone to prompt” on page 20.

Forwarding your 5320/5330/5340/5260 phone to auto attendant

Using Forward to Auto Attendant, you can send all incoming calls to a selected auto attendant. Press the Forward to AA key once to turn the


feature on. Press the key a second time to turn the feature off. The LED on the programmed key indicates when the phone is being forwarded.

To use this feature, you must have a key programmed with Forward to Auto Attendant. See “Program memory keys” on page 124.

Note: If you have this feature turned on when you log out of your phone all your calls will be forwarded to the auto attendant.

Forwarding your 5320/5330/5340/5260 phone to co-worker

Using Forward to Co-worker, you can send all incoming calls to a selected co-worker. Press the Forward to Co-worker key once to turn the feature on. Press the key a second time to turn the feature off. The LED on the programmed key indicates when the phone is being forwarded.

To use this feature, you must have a key programmed with Forward to Co-worker. See “Program memory keys” on page 124.

Note: If you have this feature turned on when you log out of your phone all your calls will be forwarded to your co-worker.

Forwarding your 5320/5330/5340/5260 phone to coverage

Using Forward to Coverage, you can send all incoming calls to the option you selected from My Call Coverage. Press the Forward to Coverage key once to turn the feature on. Press the key a second time to turn the feature off. The LED on the programmed key indicates when the phone is being forwarded.

To use this feature, you must have a key programmed with Forward to Coverage. See “Program memory keys” on page 124.

Note: If you have this feature turned on when you log out of your phone all your calls will be forwarded to coverage.

Forwarding your 5320/5330/5340/5260 phone to number

Using Forward to Number, you can send all incoming calls to a preset phone number. Press the Forward to Number key once to turn the feature on. Press the key a second time to turn the feature off. The LED on the programmed key indicates when the phone is being forwarded.

To use this feature, you must have a key programmed with Forward to Number. See “Program memory keys” on page 124.


Note: If you forward your phone to an external phone number, you must have permission to make that external call and Redirect Inbound Call to External Number permission. See “Permissions” on page 122 for instructions on how to view your call permissions.If you have this feature turned on when you log out of your phone all your calls will be forwarded to the number defined.

Forwarding your 5320/5330/5340/5260 phone to prompt

Using Forward to Prompt, you can send all incoming calls to a phone number that you have entered via your phone. The LED on the programmed key indicates when the phone is being forwarded.

To forward to prompt, follow these steps:

1 Press the Forward to Prompt key on your phone. The system will ask you to enter a phone number.

2 Enter the phone number on the phone keypad.

3 Press the ENTER softkey.

To change the phone number for the forward to prompt, repeat the above three steps.

To turn forward to prompt off, follow these steps:

1 Press the Forward to Prompt key.

2 Press the FWDOFF softkey.

Notes: To use this feature, you must have a key programmed with Forward to Prompt. See “Program memory keys” on page 124. The system stores internal extensions, therefore you do not need to press the ENTER softkey.If you forward your phone to an external phone number, you must have permission to make that external call and Redirect Inbound Call to External Number permission. See “Permissions” on page 122 for instructions on how to view your call permissions.If you have this feature turned on when you log out of your phone all your calls will be forwarded to the prompt defined.

Handsfree answerback on the 5320/5330/5340/5260 phone

Using Handsfree answerback, you can have intercom calls automatically answered so that you have a two-way speech connection. See “Intercom to co-worker on the 5320/5330/5340/5260 phone” on page 21.

Press the Handsfree answerback key to turn the feature on. Press the key a second time to turn the feature off. The LED on the programmed key indicates when the Handsfree answerback feature is turned on.


To be able to activate and deactivate this feature with a key, you must have a key programmed with Handsfree answerback. See “Program memory keys” on page 124.

You can also enable the feature without a key by checking the box for Handsfree Answerback on your Personal Details page (see “Change user details” on page 121).

Hold on the 5320/5330/5340/5260 phone

Using Hold, you can put an active call on hold, and make other calls. The LED of the Line Appearance key flashes to indicate the call is on hold.

To place a call on hold, follow these steps:

1 While on an active call, press the key.

2 The indicator light next to the active Line Appearance changes from green to red and flashes slowly.

3 To remove the call from hold, press the Line Appearance key.

Intercom calls on the 5320/5330/5340/5260 phone

Using the intercom features, you can make a page to a selected co-worker that is broadcast through the speaker on your co-worker's phone.

Intercom to co-worker on the 5320/5330/5340/5260 phone

Using Intercom to Co-worker, you can make a page to a selected co-worker that is broadcast through the speaker on your co-worker's phone. Pick up the handset or select a Line Appearance key, then press the Intercom to Co-worker key to start the page to your co-worker. If you press the Intercom to Co-worker key with no line active, the next available line appearance key will automatically be selected. Note that if your phone is active on a call or in a ringing state, you must select an available line appearance key before pressing the Intercom to Co-worker key.

If your co-worker has the Handsfree Answerback feature configured and activated, then you will also be able to hear your co-worker speak. (See “Handsfree answerback on the 5320/5330/5340/5260 phone” on page 20)

To use this feature, you must have a key programmed with Intercom to Co-worker. See “Program memory keys” on page 124.

Intercom to prompt on the 5320/5330/5340/5260 phone

Using Intercom to Prompt, you can make a page to any co-worker whose number you enter on the phone.

To make a call with Intercom to prompt, follow these steps:

1 Press the Intercom to Prompt key on your phone. The system will ask you to enter a phone number.


If your phone is already active on a call or ringing, you need to press an available Line Appearance key or put the current call on hold before you can use the Intercom to Prompt feature.

2 Enter the phone number of your co-worker on the phone keypad.

You will then be connected to your co-worker and you can speak through their speaker. If your co-worker has the Handsfree Answerback feature configured and activated, then you will also be able to hear your co-worker speak. (See “Handsfree answerback on the 5320/5330/5340/5260 phone” on page 20).

To use this feature, you must have a key programmed with Intercom to Prompt. See “Program memory keys” on page 124.

Internal 5320/5330/5340/5260 phone settings

To configure internal 5320/5330/5340/5260 phone settings (such as display

brightness and contrast), select the key and follow the prompts.

Join/Leave group on the 5320/5330/5340/5260 phone

Using the Join/Leave Group feature you can join a Broadcast, Pickup, Hunt or Rollover call group of which you are a member, using your phone. For Broadcast, Hunt and Rollover groups, only the phones of members who are joined in the group will ring when the call group is called. For Call Pickup groups, other phones in the group will be notified only if the phone being called is joined in the group. See “Call groups” on page 137.

Press the Join/Leave Group key once to turn the feature on. Press the key a second time to turn the feature off. The LED on the programmed key indicates when you are logged into the call group.

To use this feature, you must have a key programmed with Join/Leave Group. See “Program memory keys” on page 124.

Line Appearance key on the 5320/5330/5340/5260 phone

Line Appearance keys are required in order to receive incoming calls and to make outgoing calls. The LED on the programmed key indicates the status of the Line Appearance.

• Key is unlit - the Line Appearance is available for an incoming or outgoing call.

• Key is flashing green with a ring tone - an incoming call is available to be answered.

• Key is flashing red without a ring tone - a call is on hold.

• Key is solid - a call is active. If this is green, then a call is active. If this is red, then a twinned call is active on the twinned target phone.

When you have multiple Line Appearance keys, they are ordered from bottom to top, right to left. An incoming call will appear on the first available Line Appearance key.


Your phone will normally have two or three pre-programmed Line Appearances. To be able to handle more simultaneous calls, you must program additional keys with Line Appearance. See “Program memory keys” on page 124.

Note: You can only program Line Appearance keys on page one of the three programmable pages.

Login on the 5320/5330/5340/5260 phone

Using Login, you can enter your extension into any phone and take ownership of that phone. By doing this, you can direct all incoming calls for your extension to that phone. You must have the appropriate privileges to log out of a phone.

You can only log in to an unassigned phone (a phone without a user logged in). If a phone has a user logged in, you can log the user out by following the procedure described in Logout on the 5320/5330/5340/5260 phone. An unassigned phone displays "Logged Out".

To log in to a phone, follow these steps:

1 Press the ACTIVATE softkey on an unassigned phone (a phone without a user logged in)The system prompts you to enter an extension.

2 Enter your extension.The system prompts you to enter your PIN.

3 Enter your PIN. Press the # key or the ENTER softkey once you have finished entering your PIN.The system verifies that the PIN is valid and then it logs you into the phone.

Notes: If you log in while you are logged in to another phone, the system will log you out of the original phone. You cannot log in or out, or activate a phone, while the phone is on an active call.If you are not logged into a phone, all calls to your extension will go directly to call coverage.If you have not been assigned the privileges required to log out of your phone you will not be prompted for a PIN when you log in.You will not be prompted for a PIN when you log in to a phone with a location extension.

Logout from the 5320/5330/5340/5260 phone

To log out of a phone, follow these steps when your phone has no calls connected:


1 Press the MENU softkey.

2 Press the LOGOUT softkey. The phone displays a confirmation message.

3 Press the YES softkey to proceed. The phone will display the message "Logout successful", confirming that you are logged out of the phone and the system. Incoming calls will be forwarded to Call Coverage. The phone returns to a logged out/unassigned idle state.

Notes: If your phone has been locked you cannot log out of the phone. The LOGOUT softkey is not be displayed on your phone. Contact your system administrator for assistance.You cannot log in or out, or activate a phone, while the phone is on an active call.You can use the key instead of the QUIT softkey.After you have logged out of the phone, callers to your extension will be directed to your call coverage target. If no call coverage target is set, the phone will ring until the caller hangs up.If the primary member of a Monitor Group logs out of the phone, calls to the Monitor Group will still ring any secondary phones and will redirect to the primary member's call coverage target after the configured number of rings.For more information about Monitor Groups, see “Monitor call on the 5320/5330/5340/5260 phone” on page 25.If a logged out phone has twinning configured, the twinning target phone will ring and the call will be redirected to the logged-out phone's call coverage target after the configured number of rings.

Monitor groups on the 5320/5330/5340/5260 phone

Using the Monitor Groups feature, your calls can be monitored and answered by other users or you can have your phone monitored for activity. To enable the Monitor feature, contact your administrator and provide a list of users that you would like to have monitor your calls or phone. The administrator will create a Monitor group in your name with the people in your list as members of the group. There is no other action that needs to be taken on your part.

If you requested to have your calls monitored, calls to one or more of your Line Appearances will automatically ring on your Monitor group member phones provided that they have configured the appropriate number of Monitor Call or Monitor Call Silent keys on their phone.

When a member of your Monitor group has answered one of your calls, the Line Appearance on your phone will still indicate the state of the call.

• A flashing key without a ring tone indicates that the call is on hold.

• A lit key indicates that the Line Appearance is in use.

If you requested to have your phone monitored, when your phone is in use the group members phones will show a lit LED against the Monitor Phone key they have configured on their phone.


Notes: If you are part of a Monitor Group, you can put a call on hold and either the primary group member or other phones in the group can pick up the call. Your call coverage still applies when you are in a monitor group.A Monitor Phone key also acts a speed dial to the monitored extension.Monitor Groups is only applicable to users who are using Mitel IP phones.

Monitor call on the 5320/5330/5340/5260 phone

Using the Monitor Call or Monitor Call Silent feature, you can monitor and pick up calls occurring on another user's phone. To use this feature,

• You must be a member of a Monitor group. A Monitor group defines the user that is being monitored (primary group member) and which users can monitor calls for the primary group member (secondary group members). Only the administrator can add a Monitor group or change the members of an existing Monitor group.

• You must have the same number of phone keys programmed with Monitor Call or Monitor Call Silent as the number of simultaneous calls that you want to monitor on the primary group member's phone. The maximum number of simultaneous calls that you can monitor for one Monitor Primary equals the number of Line Appearances that the Monitor Primary has programmed on their phone.

For example, if you have one Monitor Call/Monitor Call Silent key programmed for a Monitor Primary, you will only be able to monitor one incoming or outgoing call at a time. If you have two Monitor Call/Monitor Call Silent keys programmed for a Monitor Primary, you will be able to monitor two incoming or outgoing calls at a time and so on. There is no direct correspondence between a Monitor Call/Monitor Call Silent key and a Line Appearance key on the Monitor Primary's phone. The Line Appearance that the first call occurs on (not necessarily the first Line Appearance) will be monitored by the first Monitor Call/Monitor Call Silent key, the Line Appearance that the second call occurs on (not necessarily the second line appearance) will be monitored by the second Monitor Call/Monitor Call Silent key and so on. See “Program memory keys” on page 124.

The Monitor Call/Monitor Call Silent key indicates the state of the Line Appearance on the primary group member's phone that is being monitored. The only difference between Monitor Call and Monitor Call Silent is that your phone will not ring to indicate an incoming call to the Primary member. For example:

• A flashing Monitor Call key with a ring tone indicates an incoming call to the Line Appearance.

• A flashing Monitor Call key without a ring tone indicates that the call is on hold.

• A flashing Monitor Call Silent key without a ring tone indicates an incoming call to the Line Appearance or that the call is on hold.

• A lit Monitor Call/Monitor Call Silent key indicates that the Line Appearance is in use.


To answer a call occurring on the primary group member's phone, follow these steps:

1 When the Monitor Call/Monitor Call Silent key is flashing, lift the handset.

2 Press the Monitor Call/Monitor Call Silent key.

or

1 Press the Monitor Call/Monitor Call Silent key to answer the call in speaker mode.

Note: By putting a call on hold, either the primary group member or other Monitor phones can pick up the call.

Monitor phone on the 5320/5330/5340/5260 phone

Using the Monitor Phone feature, your phone can be monitored by other users. To enable the Monitor Phone feature, contact your administrator and provide a list of users that you would like to have monitor your phone. The administrator will create a Monitor group in your name with the people in your list as members of the group. There is no other action that needs to be taken on your part. When you are using your phone, members of your call group will be able to see that the phone is in use provided that they have programmed a memory key to view activity on your phone.

When you use your phone a member of your Monitor group will see the LED of the memory key that they have programmed to monitor your phone light up.

Mute on the 5320/5330/5340/5260 phone

Using Mute, you can silence any sound from the phone. This does not prevent

incoming sound from being heard. Press the key during a call to activate Mute. The LED on the key indicates when Mute is active.

One touch speed dial on the 5320/5330/5340/5260 phone

Using One Touch Speed Dial, you can make a call to a pre-programmed number. To use this feature, a programmable key must be programmed as a One Touch Speed Dial. See “Program memory keys” on page 124.

To use One Touch Speed Dial, choose one of the following:

• Lift the handset and press the One Touch Speed Dial key.

• Press an available Line Appearance key, to activate the speakerphone, and then press the One Touch Speed Dial key.

• Press the One Touch Speed Dial key. This will select an available Line Appearance and activate the speakerphone.


Page on the 5320/5330/5340/5260 phone

Using Page, you can send a page to all of the phones at your site. The page is broadcast through the speaker of each available phone. To use this feature, you must have a memory key programmed as a Page key. See “Program memory keys” on page 124.

To page all of the phones at your site, follow these steps:

1 Select a memory key programmed with the Page feature.

2 Your Information Area Display shows "Calling: Site Page" while the system identifies the available phones at your site.When the system is ready for you to begin your page, you will hear an alert tone and the Information Area Display shows the number of phones being paged.

3 Speak into the handset or the speakerphone.

4 To end the page, you have the following options:


• Select the key.

• Select the END softkey.

Note: A page will not be broadcast on phones that are busy.If you select Page while there is already a page in progress, the system will wait until the page in progress is completed before your page is started. Your Information Area Display will show "Calling: Site Page" and you will hear ringing while you are waiting.On the phones receiving a page, the phone LCD screen displays the name of the user who originated the page and an END softkey. The user receiving the page can stop the page to their phone by selecting the END softkey.

Park and retrieve on the 5320/5330/5340/5260 phone

Using Park and Retrieve, you can put a call on hold at a park location so that it can be retrieved from any other phone at your business. To use this feature, a memory key must be programmed as a Park/Retrieve key. See “Program memory keys” on page 124.

To put a call on hold at a park location, follow this step:

1 While on an active call, select a memory key programmed with the Park/Retrieve feature. The system places the call on hold at a park location.The park location is displayed on your Information Area Display.You are no longer connected with the caller and your phone returns to the idle state.

To retrieve a parked call, follow these steps:


1 From an idle phone, lift the handset. This will select the next available Line Appearance. Select a memory key programmed with the Park/Retrieve feature. The Information Area Display prompts you for the "Park Location:".

2 Enter the required park location using the phone keypad.The system connects you with the caller who was on hold at the park location. The Information Area Display shows the caller's name (if known) or number.

Notes: To cancel the retrieval of the parked call, press the QUIT softkey.If you enter a park location where there is no caller on hold, the Information Area Display will briefly show "No Parked Call".There are nine park locations available (1 through 9). If all park locations are in use when you try to park a call, the Information Area Display will briefly show "Park Locations Full" and the call will be placed on hold.If the call is left parked for 30 seconds, the phone of the person who parked the call will beep and the Information Area Display will briefly show "Call parked at: " with the park location number to remind you that a call that you parked has not been retrieved.

Speaker on the 5320/5330/5340/5260 phone

Using Speaker, you can turn the speakerphone on your phone on and off. To

use Speaker, press the key.

Transfer call on the 5320/5330/5340/5260 phone

Using Transfer, you can transfer a call from one phone to another. To transfer a call, follow these steps:

1 While on an active call, press the TRANS softkey. The system places the call on hold, and the Information Area Display prompts you with the "Transfer To:" message.

2 Enter the extension or phone number of the person to whom you want to transfer the call, or press a One-Touch Speed Dial key, or press a Line Appearance key that has a call on hold.

3 Press the TRANSFER softkey once you hear ringing. You can also press the TRANSFER softkey after the additional party has answered. The Information Area Display shows the message "Transfer Complete" for approximately five seconds before returning to an idle state.

If you enter an invalid extension during a transfer, the Information Area Display shows "Invalid Extension". To reconnect with the original caller, follow these steps:

1 Press the END softkey.

2 Press the flashing Line Appearance key.


3 Try to transfer the call again.

If you choose not to complete the transfer, press the QUIT softkey, then press the flashing Line Appearance key to retrieve the original call.

Note: You can use the key instead of the TRANS or TRANSFER softkey.

Transfer to voice mail from the 5320/5330/5340/5260 phone

If your administrator has configured an auto attendant for voice mail deposit, you can transfer a caller directly to a co-worker's voice mail box.

To transfer a call to voice mail, follow these steps:

1 While on an active call, press the key or the TRANS softkey. The system places the call on hold, and the Information Area Display prompts you with the "Transfer To:" message.

2 Enter the extension of the auto attendant that your administrator has created for voice mail deposit.

3 Select the auto attendant voice mail deposit option and enter the extension of the co-worker to whom you are transferring.

4 Press the TRANSFER softkey (or the key) to complete the transfer. The Information Area Display shows the message "Transfer Complete" for approximately five seconds before returning to an idle state.

Twinned calls on the 5320/5330/5340/5260 phone

If you have configured your phone to be twinned to another external phone (the twinning target), then incoming calls will simultaneously ring the other phone as well.

If you answer the call on your desk phone, the twinning target phone will stop ringing.

If you answer the call on your twinning target phone, the Line Appearance key on your desk phone will remain lit. To pull back the call to your desk phone, simply press the corresponding Line Appearance key. The call will be disconnected from the twinning target phone and you will be connected on your desk phone.

Note that if neither your desk phone nor the twinning target phone answer an incoming call, your call coverage setting will determine what happens to the call (see “Call Coverage” on page 135). If the other phone has a voice message service associated with it, then your twinning target phone's voice


message service may answer the call first. If you want to avoid this situation, then you should ensure that your call coverage is configured to answer calls before the twinning target phone's voice message service.

To toggle twinning on or off, you can use the web interface (see “Twinning” on page 136) or you can configure a memory key as Twinning On/Off (see “Program memory keys” on page 124).

Once you have a Twinning On/Off key configured, press the key once to turn the feature on. Press the key a second time to turn the feature off. The LED on the programmed key indicates when your twinning is active.

Voice mail on the 5320/5330/5340/5260 phone

Using the key, you can connect directly to voice mail to retrieve messages or manage voice mail options such as changing your voice mail greeting. The Message Waiting Lamp on the phone will light up if messages are waiting.

If your administrator has created an auto attendant with a voice mail retrieval option and associated it to an external number, you can access your mail box from any phone by dialing the external number and then selecting the voice mail retrieval option. You are prompted for your extension, then connected to your voice mail box.

Using the web interface, you can control many of the settings for your voice mailbox. See “Voice Mail” on page 144.

Volume control on the 5320/5330/5340/5260 phoneUse volume control to change ring volume, handset volume, and speaker volume.

Note: The ring, handset, and speaker volumes return to their default settings if the phone loses power.

Change ring volume on the 5320/5330/5340/5260 phone

To change the ring volume on your phone, follow these steps:

1 From another phone, make a call to your extension.

2 While your phone is ringing, repeatedly press the keys until the ring volume is at the level you want.


Change handset volume on the 5320/5330/5340/5260 phone

To change the volume of the sound you hear through the handset, follow these steps:

1 Lift the handset. You will hear dial tone.

2 Repeatedly press the keys until the volume is at the level you want.


Change speaker volume on the 5320/5330/5340/5260 phone

To change the volume of the sound you hear through the speaker, follow these steps:

1 Press the key. You will hear dial tone.


Using the Mitel 5224/5324 IP phone

This section describes the Mitel 5224 and 5324 IP phones:

• To set up your new phone service, see “Initial set-up for 5224/5324 phone service” on page 32.

• For a description of your phone, see “Mitel 5224/5324 IP Phone” on page 31.

• The Mitel 5224 and 5324 IP phone functionality is the same.


• “Answering a call on the 5224/5324 phone” on page 34

• “Making a call on the 5224/5324 phone” on page 36

• “Using features via the 5224/5324 phone” on page 37

• “Volume control on the 5224/5324 phone” on page 57

• “Voice mail on the 5224/5324 phone” on page 57.

Mitel 5224/5324 IP PhoneThe Mitel 5224 IP Phone has the following features:

• Handsfree speakerphone operation (full duplex)

• Two-line, 20-character backlit display.


• Three context-sensitive softkeys for additional features

• 24 programmable multi-function memory keys with color LEDs

• Six fixed function keys, including Directory, Cancel, Redial, Hold, Transfer/Conference, and Message



• Arrow keys for Ringer Volume/Contrast up/down controls and scrolling

• Support for peripherals, such as the Mitel IP Programmable Key Module 12, Mitel IP Programmable Key Module 48, and the Mitel 5310 IP Conference Unit

• Message waiting lamp

• Two-position tilting stand

• Wall mountable


Initial set-up for 5224/5324 phone serviceTo set up your new phone service, follow these steps:

1 Activate your phone. See “Activating a 5224/5324 phone” on page 33.

2 Perform a Quick Set-up through the web interface. See “Quick set-up” on page 120.


Activating a 5224/5324 phone

To activate a Mitel phone you need (1) an extension number, (2) a phone, and (3) a PIN. Your administrator can provide you with an extension number and initial PIN.


1 Disconnect your computer from the network.

2 Plug the phone into the network.

3 Plug the computer into the phone at the port marked PC.

4 Connect one end of the phone power pack into your phone and the other end into a power outlet.

Note: If your network is configured with Power Over Ethernet (POE), the above step is not necessary.

5 Wait for the phone to display the following (this may take 30 seconds or more):

6 Press the ACTIVATE softkey.

The display will show:


8 If you have login/logout privileges, the display will show:

Enter your PIN, then press the ENTER softkey.

9 If you do not have login/logout privileges, the display will show:

Press the YES softkey.10 The display will show

:


Logged OutACTIVATE

Extension: QUIT

PIN:ENTER QUIT

Extension: 314YES NO

Extension: 314REDIAL CALLS MENU


See “Quick set-up” on page 120 for information about initial settings you should configure through the web interface.

Answering a call on the 5224/5324 phoneWhen an incoming call is received on a phone, several things happen: (1) the phone rings, (2) a Line Appearance flashes, and (3) the LCD displays the phone number of the caller and, if known, the name of the caller.

You can answer an incoming call by picking up the handset, pressing the flashing Line Appearance key, pressing the ANSWER softkey, or by pressing the key.

You can pull back a call that has been answered by a twinned target phone by pressing the corresponding Line Appearance key. See “Twinned calls on the 5224/5324 phone” on page 56.

Using the 5224/5324 handset


1 Lift the handset.

You have now answered the call. The LCD displays the caller’s number and name (if known).

If you choose to ignore the incoming call and select a different line appearance, the line appearance continues to flash but the phone stops ringing.

2 To end the call while using the handset, choose one of the following:



Using the 5224/5324 speakerphone


1 Press the key.


321: Robin JonesANSWER

321: Robin JonesTRANS CONF END


To end a call while using the speakerphone, choose one of the following:


• Press the key.

Switching from speakerphone to handset on the 5224/5324 phone





Answering a second call on the 5224/5324 phone

A second incoming call causes three things to happen: (1) the phone rings once (only if you are using the handset), (2) a line appearance flashes, and (3) the LCD displays the number and name of the caller, if known. If the name of the caller is unknown, either the phone number or “Unknown Caller” is displayed.





If the display shows )) prior to the number calling, this indicates that it is a second call.

Answering a call group call on the 5224/5324 phone

When an incoming call to a call group is received on a phone, the second line of the phone LCD displays the name of the group that was called. The first line continues to display the number and name of the caller, if known.

.

To answer an incoming call group call, use the handset or speakerphone.

))321: Robin Jones

321: Robin JonesFor: Sales Group


Making a call on the 5224/5324 phoneTo make a call, follow these steps:


2 To make an internal call, dial the extension. To make an external call, dial the prefix required for external dialing (usually “9”) followed by the number you want to call.

When you finish dialing, the number the call will be placed.

If you place an internal call, your LCD displays the extension and name of the connected party once the call is answered. If you place an external call, the LCD displays the name of the connected party, or if the name is unknown, the phone number.

3 To end the call, choose one of the following:



To use the speakerphone for step 1, press an available Line

Appearance key or the key instead of lifting the handset.

4 To end a call before you have completed dialing, choose one of the following:



• Press the End softkey.

Making a second call on the 5224/5324 phone

To make a second call, while on an active call, follow these steps:


REDIAL CALLS DIR

320

Calling: Robin Jones END

320: Robin JonesTRANS CONF END


2 To make an internal call, dial the extension. To make an external call, dial the prefix required for external dialing (usually “9”) followed by the number you want to call.

3 When you finish dialing the number, the call will be placed.

4 If you place an internal call, your LCD screen displays the extension and name of the connected party once the call is answered. If you place an external call, the LCD displays the name of the connected party, or if the name is unknown, just the phone number.

5 To switch between two active calls, press the flashing Line Appearance key. This puts the active call on hold and activates the other call.


Using features via the 5224/5324 phoneThis section explains the features available from your phone. Some of these features must be pre-programmed in order to be available. To learn how to program features to keys, see “Program memory keys” on page 124.

3-way call on the 5224/5324 phone



1 While on an active call, press the CONF softkey. This places the first call on hold, and selects an available Line Appearance. The LCD screen displays:


3 The system dials the number and displays a “Calling” message along with the caller ID on the first line of the LCD screen.

4 When the third party answers the call, the LCD will show that a connection is established.

320

Calling: Robin JonesEND

320: Robin Jones TRANS CONF END

Conf with: DIR QUIT

Calling:Lesley Gr QUIT

Lesley Greene


5 Press the CONF softkey again. The 3-Way Call is now activated. The LCD displays:

Until the CONF softkey is pressed a second time, the first party will remain on hold and you can talk with the second party privately.By putting a 3-Way Call on hold, the other parties can continue talking.You can use the key instead of the CONF softkey. When using this key you must press twice to activate a 3-way call or you will initiate a transfer instead.If you want the option to leave the conference and leave the two parties connected (when both parties are external), you must have the permission Redirect Inbound Call to External Number enabled. Once the 3-Way Call is established, you can use the transfer feature to transfer both parties to another party.

Joining two calls on the 5224/5324 phone

The 3-way call feature allows you to conference together two calls on your phone's line appearances. To activate a 3-way call in these circumstances, follow these steps:

1 While on an active call, press the CONF softkey.



Account codes on the 5224/5324 phone

Users can enter account codes against incoming and outgoing calls to associate those calls with a particular client or account. Once entered, account codes are logged in the call records kept by your service provider and can be provided to you on request. Your administrator can enable and disable the Account Code feature for your business and specify the minimum and maximum valid account code length.

To use the Account Code feature, a user must have a memory key programmed with the Account Code feature or be using a phone key profile that has been programmed with the Account Code feature.

CONF QUIT

3-Way CallTRANSFER END


Account code entry on the 5224/5324 phone

Account codes can be entered against incoming and outgoing calls to associate those calls with a particular client or account. Account code entry is accepted before a call is placed or during a call.


1 Select the Account Code key. The LCD displays:

2 Enter the account number using the phone keypad. The LCD displays the account code entered:

3 Press the CALL softkey to start your call. The next available line appearance is selected, dial tone is heard and your phone LCD updates.




2 Enter the account number using the phone keypad. You hear a tone as you press the phone keys, but the person on the other end does not. The LCD displays the account code entered:

3 Press the ENTER softkey when you have finished entering the account code.

You can re-enter an account code for a call multiple times. The last account code entered is the account code that will be assigned to the call.If you enter an account code with an invalid length, the phone LCD briefly displays "Invalid Account Code". Contact your system administrator to determine the valid account code length for your business.You cannot assign an account code to a call once it has been completed.

Account code speed entry on the 5224/5324 phone

Account code entry is accepted before a call is placed or during a call. To use this feature, it must be enabled for your business, and you must have a memory key programmed with Account Code and a pre-programmed account code.


Account Code:CALL QUIT

Account Code: 1234CALL QUIT

Account Code:ENTER QUIT

Account Code:1234ENTER QUIT


1 Select the Account Code key. The LCD briefly displays the account code that has been pre-programmed:

2 The next available line appearance is selected, dial tone is heard and your phone LCD updates.



• Select the Account Code key. The LCD briefly displays the account code that has been pre-programmed:

You can re-enter an account code for a call multiple times. The last account code entered is the account code that will be assigned to the call.

To cancel account code entry before the call is placed, replace the

handset (or, if using the speakerphone, press the key. Account code speed entry during a call cannot be cancelled.

If the pre-programmed account code has an invalid length, the phone LCD briefly displays "Invalid Account Code". Contact your system administrator to determine the valid account code length for your business.

You cannot assign an account code to a call after it has been completed.

Call lists on the 5224/5324 phone

Call list on the 5224/5324 phone

Call list keeps a list of the calls that you make and receive. The call list is accessible from your phone. You can redial any calls that you made from the call list. See “Redial on the 5224/5324 phone” on page 42. You may be able to dial a number from your incoming call list if it is supported by your service provider.

Account Code: 45678

REDIAL CALLS DIR

Account Code: 45678


To view the list of incoming calls received, follow these steps:

1 Press the CALLS softkey on your phone. If you have programmed one of your programmable keys as Incoming Calls List, you can press this key instead. The most recent call that you received is displayed.

If the name of the caller is not known, the number will be displayed.


3 Press the TIME softkey if you wish to display time and date of the call.

4 Press the NUMBER softkey if you wish to display the number of the caller.

5 Press the NAME softkey if you wish to display the name of the caller again. If the name is not known, this option is not available.

6 Press the QUIT softkey to exit from the call list.

To call a number from your incoming calls list, follow these steps (only available if dialing from the incoming call list is supported by your Service Provider):

1 Press the CALLS softkey on your phone (or the Incoming Calls List programmed key).

The most recent call that you received is displayed.


3 Press the DIAL softkey to make a call to the displayed number.

The next available Line Appearance is selected and the system will attempt to dial the displayed number by prefixing it with the appropriate digits for external dialing (usually "9" or "91" depending on configuration). If the number can be dialed as such, you will hear ringing once the call has been placed. If the number cannot be dialed as such, the call will fail and you will have to dial the number manually, including the proper prefix digits

The position of the call in the call list is displayed in front of the phone number.The * symbol beside the position of the call means that the call was not answered.

1: John DoeDIAL TIME QUIT

1: John DoeDIAL TIME QUIT


If the call was answered by a member of your call pickup group, then the call will show as unanswered (with a *) on your phone and answered (without a *) on the call pickup group member's phone that answered the call.*CALLS means that there has been at least one unanswered call since the last time you viewed the list of calls you received.

Redial on the 5224/5324 phone

Using Redial you can view a list of calls that were made and also redial a number in that list without using the keypad. The maximum amount of numbers in your redial list is typically ten but is dependent on your service provider.


1 Press the REDIAL softkey on your phone, or press .

The number that you most recently dialed is displayed.

2 Use the keys to navigate the list (if required).


4 Press the NUMBER softkey if you wish to display the number dialed.

5 Once the required number is displayed, press the DIAL softkey to make the call. The next available Line Appearance is selected and you will hear ringing once the number has been dialed.

The * symbol beside the position number means that the call was not answered.The position of the call in the call list is displayed in front of the phone number.Press the QUIT softkey to exit from the call list or press .

Call pickup on the 5224/5324 phone


To use this feature, you must be a member of a call pickup group and have a memory key programmed as Pickup.


*1: 9-605-223-7865DIAL TIME QUIT


1 Lift the handset.


or


You can also join and leave your pickup group with a Join/Leave group key or via the web interface. When you leave the group, this disables other group members from picking up your calls; however, you can still pickup other members' calls. See “Join/Leave group on the 5224/5324 phone” on page 48 and “Join/leave call groups” on page 137.


Company speed dial on the 5224/5324 phone



• Press the Company Speed Dial key for the number you want to call. The system selects the next available Line Appearance for you and activates the speakerphone.


• Select an available Line Appearance. This activates the speakerphone. Press the Company Speed Dial key.


Directory on the 5224/5324 phone

Using the Directory, you can view the Internal Directory of your company on your phone’s LCD screen and make calls.


1 Press the MENU softkey.

The phone displays the menu options.MENULOGOUT DIR QUIT


2 Press the DIR softkey. The system displays the first name in the directory on the first line of the LCD.

You can also press the key to access the Directory.


• Press the number on the keypad for the appropriate first letter of the person’s last name. For example, press “5” twice for “K”.

• Scroll down or up, using the keys to find the name you want.

4 When the correct name is displayed, press the DIAL softkey.

Press the NUMBER softkey to display the extension. Press the NAME softkey to display the name again.

If you have initiated a call but not started dialing yet, the phone LCD will display the DIR softkey in place of the MENU softkey.

Proceed by selecting the DIR softkey.

Forwarding your 5224/5324 phone

You can forward your phone by using any of the forwarding features. In each case, you must program a memory key with the appropriate feature. See “Program memory keys” on page 124.

You can forward your phone by following the procedure described in the following sections:

• “Forward your 5224/5324 phone to auto attendant” on page 45

• “Forward your 5224/5324 phone to co-worker” on page 45

• “Forward your 5224/5324 phone to coverage” on page 45

• “Forward your 5224/5324 phone to number” on page 46

Andrews KimDIAL NUMBER QUIT

K: Kennedy PatDIAL NUMBER QUIT

Knowles ErinDIAL NUMBER QUIT

REDIAL CALLS DIR


• “Forward your 5224/5324 phone to prompt” on page 46

Forward your 5224/5324 phone to auto attendant

Using Forward to Auto Attendant, you can send all incoming calls to a selected auto attendant. Press the Forward to AA key once to turn the feature on. Press the key a second time to turn the feature off. The LED on the programmed key indicates when the phone is being forwarded.

To use this feature, you must have a memory key programmed with Forward to AA.

If you have this feature turned on when you log out of your phone all your calls will be forwarded to the auto attendant.

Forward your 5224/5324 phone to co-worker


To use this feature, you must have a memory key programmed with Forward to Co-worker.

If you have this feature turned on when you log out of your phone all your calls will be forwarded to your co-worker.

Forward your 5224/5324 phone to coverage

Using Forward to Coverage, you can send all incoming calls to the option you selected for your call coverage, e.g., auto attendant, voice mail, another number. (See “Call Coverage” on page 135). Press the Forward to Coverage key once to turn the feature on. Press the key a second time to turn the feature off. The LED on the programmed key indicates when the phone is being forwarded.

To use this feature, you must have a memory key programmed with Forward to Coverage.

If you have this feature turned on when you log out of your phone all your calls will be forwarded to coverage.


Forward your 5224/5324 phone to number


To use this feature, you must have a memory key programmed with Forward to Number.

If you forward a phone to an external phone number, you must have permission to make that external call and Redirect Inbound Call to External Number permission. See “Permissions” on page 122 for instructions on how to view your call permissions.

If you have this feature turned on when you log out of your phone all your calls will be forwarded to the defined number.

Forward your 5224/5324 phone to prompt





3 Press the ENTER softkey.


1 To turn forward to prompt off, follow these steps:


3 Press the FWDOFF softkey.

To use this feature, you must have a key programmed with Forward to Prompt. The system stores internal extensions, therefore you do not need to press the ENTER softkey.If you forward a phone to an external phone number, you must have permission to make that external call and Redirect Inbound Call to External Number permission. See “Permissions” on page 122 for


instructions on how to view your call permissions.

If you have this feature turned on when you log out of your phone all your calls will be forwarded to the defined prompt.

Handsfree answerback on the 5224/5324 phone

Using Handsfree answerback, you can have intercom calls automatically answered so that you have a two-way speech connection. See “Intercom Calls on the 5224/5324 phone” on page 47.


To be able to activate and deactivate this feature with a key, you must have a key programmed with Handsfree answerback.

You can also enable the feature without a key by checking the box for Handsfree answerback on your Personal Details page. See “Forgotten PIN” on page 118.

Hold on the 5224/5324 phone

Using Hold, you can put an active call on hold, and make other calls. The Line Appearance key will flash to indicate the call is on hold.



2 The indicator light next to the active Line Appearance changes from green to red and flashes slowly.


Intercom Calls on the 5224/5324 phone

Intercom to co-worker on the 5224/5324 phone



If your co-worker has the Handsfree Answerback feature configured and activated, then you will also be able to hear your co-worker speak. See “Handsfree answerback on the 5224/5324 phone” on page 47.

To use this feature, you must have a key programmed with Intercom to Co-worker.

Intercom to prompt on the 5224/5324 phone






You will then be connected to your co-worker and you can speak through their speaker. If your co-worker has the Handsfree Answerback feature configured and activated, then you will also be able to hear your co-worker speak. See “Handsfree answerback on the 5224/5324 phone” on page 47.

To use this feature, you must have a key programmed with Intercom to Prompt.

Join/Leave group on the 5224/5324 phone

Using the Join/Leave Group feature you can join a Broadcast, Call Pickup, Hunt, or Rollover call group of which you are a member, using your phone. For Broadcast, Hunt and Rollover groups, only the phones of members who are joined in the group ring when the call group is called. For Call Pickup groups, other phones in the group will be notified only if the phone being called is joined in the group. Press the Join/Leave Group key once to turn the feature on. Press the key a second time to turn the feature off. The LED on the programmed key indicates when you are logged into the call group.

To use this feature, you must have a key programmed with Join/Leave Group.

Line appearance on the 5224/5324 phone


• Key is unlit – the Line Appearance is available for an incoming or outgoing call.


• Key is flashing green with a ring tone – an incoming call is available to be answered.

• Key is flashing red without a ring tone – a call is on hold.

• Key is solid – If this is green, then a call is active. If this is red, then a twinned call is active on the twinned target phone.

When you have multiple Line Appearance keys, they are ordered from bottom to top, right to left. An incoming call will appear on the first available Line Appearance key.

Your phone will normally have two or three pre-programmed Line Appearances. To be able to handle more simultaneous calls, you must program additional keys with Line Appearance.

Login on the 5224/5324 phone

Using Login, you can enter your extension into any phone and take ownership of the phone. By doing this, you can direct all incoming calls for your extension to that phone. You must have the appropriate privileges to be able to log out of a phone.

You can only log in to an unassigned phone (a phone without a user logged in). If a phone has a user logged in, you can log the user out by following procedure in “Logout from the 5224/5324 phone” on page 50. An unassigned phone shows the following on its display:

To log in to a phone, follow these steps:

1 Press the ACTIVATE softkey on an unassigned phone (a phone without a user logged in).


3 Enter your PIN.

4 Press the # key or the ENTER softkey once you have finished entering your PIN.

The system verifies that the PIN is valid and then it logs you into the phone.

Logged OutACTIVATE

Extension: QUIT

Extension: 314 QUIT

PIN: ENTER QUIT

PIN: *****ENTER QUIT



If you log in while you are logged in to another phone, the system will log you out of the original phone. You cannot log in or out, or activate a phone, while the phone is on an active call.If you are not logged into a phone, all calls to your extension go directly to call coverage.If you have not been assigned the privileges required to log out of your phone, you are not prompted for a PIN when you log in.You are not prompted for a PIN when you log in to a phone with a location extension.

Logout from the 5224/5324 phone

To log out of a phone, follow these steps when your phone has no calls connected. At the start, the display should display the following:

1 Press the MENU softkey..

2 Press the LOGOUT softkeyThe LCD displays a confirmation message.

3 Press the YES softkey to proceed. The LCD will display the message “Logout successful”, confirming that you are logged out of the phone and the system. Incoming calls will be forwarded to Call Coverage. The display will return to a logged out/unassigned idle state

.

If your phone has been locked you cannot log out of the phone. The LOGOUT softkey will not be displayed on your phone. Contact your system administrator for assistance.You cannot log in or out, or activate a phone, while the phone is on an active call.You can press the key instead of the QUIT softkey.After you have logged out of the phone, callers to your extension will be directed to your call coverage target. If no call coverage target is set, the phone will ring until the caller hangs up.If the primary member of a Monitor Group logs out of the phone, calls to


MENULOGOUT DIR QUIT

Confirm LogoutYES NO

Logout Successful

Logged OutACTIVATE


the Monitor Group will still ring any secondary phones and will redirect to the primary member’s call coverage target after the configured number of rings.For more information about Monitor Groups, see “Monitor groups on the 5224/5324 phone” on page 51.If a logged out phone has twinning configured, the twinning target phone will ring and the call will be redirected to the logged-out phone’s call coverage target after the configured number of rings.

Monitor groups on the 5224/5324 phone


If you requested to have your calls monitored, calls to one or more of your Line Appearances will automatically ring on your Monitor group member phones provided that they have configured the appropriate number of Monitor Calls or Monitor Call Silent keys on their phone.




If you requested to have your phone monitored, when your phone is in use the group member’s phones will show a lit LED against the Monitor Phone key they have configured on their phone.

If you are part of a Monitor group, you can put a call on hold and either the primary group member or other phones in the group can pick up the call. Your call coverage still applies when you are in a monitor group.A Monitor Phone key also acts a speed dial to the monitored extension.Monitor Groups is only applicable to users who are using Mitel IP phones.

Monitor call on the 5224/5324 phone

Using the Monitor Call or Monitor Call Silent feature, you can monitor and pick up calls occurring on another user’s phone. To use this feature,


• You must have the same number of phone keys programmed with Monitor Call or Monitor Call Silent as the number of simultaneous calls


that you want to monitor on the primary group member's phone. The maximum number of simultaneous calls that you can monitor for one Monitor Primary equals the number of Line Appearances that the Monitor Primary has programmed on their phone.

For example, if you have one Monitor Call/Monitor Call Silent key programmed for a Monitor Primary, you will only be able to monitor one incoming or outgoing call at a time. If you have two Monitor Call/Monitor Call Silent keys programmed for a Monitor Primary, you will be able to monitor two incoming or outgoing calls at a time and so on. There is no direct correspondence between a Monitor Call/Monitor Call Silent key and a Line Appearance key on the Monitor Primary's phone. The Line Appearance that the first call occurs on (not necessarily the first Line Appearance) will be monitored by the first Monitor Call/Monitor Call Silent key; the Line Appearance that the second call occurs on (not necessarily the second line appearance) will be monitored by the second Monitor Call/Monitor Call Silent key and so on.

The Monitor Call/Monitor Call Silent key indicates the state of the Line Appearance on the primary group member’s phone that is being monitored. The only difference between Monitor Call and Monitor Call Silent is that your phone will not ring to indicate an incoming call to the Primary member.

For example:





To answer a call occurring on the primary group member's phone, follow these steps:


2 Press the Monitor Call/Monitor Call Silent key

or

1 Press the Monitor Call/Monitor Call Silent key to answer the call in speaker mode.

By putting a call on hold, either the primary group member or other Monitor phones can pick up the call.


Monitor Phone on the 5224/5324 phone

Using the Monitor Phone feature, your phone activity can be monitored by other users. To enable the Monitor Phone feature, contact your administrator and provide a list of users that you would like to have monitor your phone. The administrator will create a Monitor group in your name with the people in your list as members of the group. There is no other action that needs to be taken on your part. When you are using your phone members of your call group will be able to see that the phone is in use provided that they have programmed a memory key to view activity on your phone.


Mute on the 5224/5324 phone

Using Mute you can silence any sound from the phone. This does not prevent


One-Touch speed dial on the 5224/5324 phone

Using One-Touch Speed Dial, you can make a call to a pre-programmed number. To use this feature, a programmable key must be programmed as a One-Touch Speed Dial.





Page on the 5224/5324 phone

Using Page, you can send a page to all of the phones at your site. The page is broadcast through the speaker of each available phone. To use this feature, you must have a memory key programmed as a Page key.


1 Select a memory key programmed with the Page feature. Your phone LCD displays "Calling: Site Page" while the system identifies the available phones at your site.

2 When the system is ready for you to begin your page, you will hear an alert tone and the phone LCD screen displays the number of phones being paged.

Calling: Site Page

Paging: 7 of 10





• Select the key.

• Select the END softkey.

A page is not broadcast on phones that are busy.If you select Page while there is already a page in progress, the system waits until the page in progress is completed before your page is started. Your phone displays "Calling: Site Page" and you hear ringing while you are waiting.On the phones receiving a page, the phone LCD screen displays the name of the user who originated the page and an END softkey. The user receiving the page can stop the page to their phone by selecting the END softkey.

Park and retrieve on the 5224/5324 phone

Using Park and Retrieve, you can put a call on hold at a park location so that it can be retrieved from any other phone at your business. To use this feature, a memory key must be programmed as a Park/Retrieve key

To put a call on hold at a park location, follow this step:

1 While on an active call, select a memory key programmed with the Park/Retrieve feature. The system places the call on hold at a park location. The park location is displayed on your phone LCD.

You are no longer connected with the caller and your phone returns to the idle state.


1 From an idle phone, lift the handset. This will select the next available Line Appearance. Select a memory key programmed with the Park/Retrieve feature. The phone LCD screen displays:

2 Enter the required park location using the phone keypad.

END

Page from: Karen Gr END

Parked at: 4

Park Location: QUIT


The system connects you with the caller who was on hold at the park location. The LCD screen now displays the caller’s name (if known) or number.

.

To cancel the retrieval of the parked call, press the QUIT softkey.If you enter a park location where there is no caller on hold, the phone LCD will briefly display "No Parked Call".There are nine park locations available (1 through 9). If all park locations are in use when you try to park a call, the phone LCD will briefly display "Park Locations Full" and the call will be placed on hold.If the call is left parked for 30 seconds, the phone of the person who parked the call will beep and the phone’s LCD will briefly display "Call parked at: " with the park location number to remind you that the call has not been retrieved.

Speaker on the 5224/5324 phone



Transfer call on the 5224/5324 phone


1 While on an active call, press the TRANS softkey. The system places the call on hold, and the LCD screen displays:

2 Enter the extension or phone number of the person to whom you want to transfer the call, or press a One-Touch Speed Dial key, or press a Line Appearance key that has a call on hold.

3 Press the TRANSFER softkey once you hear ringing. You can also press the TRANSFER softkey after the additional party has answered. The LCD screen displays the message “Transfer Complete” for approximately five seconds before returning to an idle state.

If you enter an invalid extension during a transfer, the LCD screen displays “Invalid Extension”. To reconnect with the caller, follow these steps:

1 Press the END softkey.


Robin JonesTRANS CONF END

Transfer To: DIR QUIT

Transfer To:415 QUIT



If you choose not to complete the transfer, press the QUIT softkey, then press the flashing Line Appearance key to retrieve the original call.

You can use the key instead of the TRANS or TRANSFER softkey.

Transferring a call to voice mail from the 5224/5324 phone

If your administrator has configured an auto attendant for voice mail deposit, you can transfer a call directly to a co-workers voice mail box.


1 While on an active call, press the key, or the TRANS softkey. The system places the call on hold, and the LCD will display:



4 Select the TRANSFER softkey (or the key) to complete the transfer. The LCD displays the message “Transfer Complete” for approximately five seconds before returning to an idle state.

Twinned calls on the 5224/5324 phone

If you have configured your phone to be twinned to another phone (the twinning target), then incoming calls will ring at the same time on the other phone. See “Twinning” on page 136 for details on how to configure the twinning option for your phone.


If you answer the call on your twinning target phone, the Line Appearance key on your desk phone will remain lit. To pull back the call to your desk phone, simply press the corresponding Line Appearance key. The call disconnects from the twinning target phone and connects to the desk phone.

Transfer To: DIR QUIT

Transfer To: 701 QUIT


Note that if neither your desk phone nor the twinning target phone answers an incoming call, your call coverage setting will determine what happens to the call. If the other phone has a voice message service associated with it, then your twinning target phone's voice message service may answer the call first. If you want to avoid this situation, then you should ensure that your call coverage is configured to answer calls before the twinning target phone voice mail service.

To toggle twinning on or off, you can use the web interface or you can configure a memory key as Twinning On/Off (see “Program memory keys” on page 124).


Voice mail on the 5224/5324 phone

Using the key, you can connect directly to voice mail to retrieve messages or manage voice mail options such as changing your voice mail greeting. The Message Waiting Lamp on the phone will light up if messages are waiting.



Volume control on the 5224/5324 phoneUse volume control to change ring volume, handset volume, and speaker volume.

The ring, handset, and speaker volumes return to their default settings if the phone loses connectivity to power.

Changing ring volume on the 5224/5324 phone


1 From another phone, make a call to you extension.


2 While your phone is ringing, repeatedly press the key until the ring volume is at the level you want.

Changing handset volume on the 5224/5324 phone



2 Repeatedly press the key until the volume is at the level you want.


Changing speaker volume on the 5224/5324 phone


1 Press the key. You will hear dial tone.


Using the Mitel 5212/5312 IP Phone

This section describes the Mitel 5212/5312 IP phones.

• To set up your new phone service, see “Initial set-up for Mitel 5212/5312 IP phone service” on page 59.

• For a description of your phone, see “Mitel 5212/5312 IP phone” on page 58.

• The Mitel 5212 and 5312 IP phone functionality is the same.


• “Answering a call on the 5212/5312 IP phone” on page 60

• “Making a call on the 5212/5312 IP phone” on page 62

• “Using features via the 5212/5312 IP phone” on page 63

• “Volume control on the 5212/5312 IP phone” on page 80

• “Voice mail on 5212/5312 IP phone” on page 80.

Mitel 5212/5312 IP phoneThe Mitel 5212/5312 IP phone has the following features:

• Handsfree speaker phone (half duplex)


• 2-line, 20-character backlit LCD display

• 12 multi-function memory keys with color LEDs

• 6 fixed function keys, including Directory, Cancel, Redial, Hold, Transfer/Conference, and Message



• Wall mountable

Figure 6: Mitel 5212/5312 IP Phone

Initial set-up for Mitel 5212/5312 IP phone serviceTo set up your new phone service, follow these steps:

1 Activate your phone. See “Activating a Mitel 5212/5312 IP phone” on page 59.

2 Perform a Quick Set-up. See “Quick set-up” on page 120.

Activating a Mitel 5212/5312 IP phone

To activate a 5212/5312 phone you must physically connect the phone, then log in with your extension and PIN number.



1 Unplug your computer from the network.

2 Plug the phone into the network (through the supplied power pack or from power over the Ethernet; consult the documentation provided in the box).

3 Plug the computer into the phone.

4 Plug the phone power pack into an outlet.


6 Enter *00. The phone will display the following:

7 Enter your extension. The phone will display the following:

8 Enter your PIN, then the # key. The phone will display the following:


Answering a call on the 5212/5312 IP phoneWhen an incoming call is received on a phone, several things happen: (1) the phone rings, (2) a Line Appearance flashes, and (3) the LCD displays the phone number of the caller and, if know, the name of the caller.

You can answer an incoming call by using the handset or the speakerphone.

You can pull back a call that has been answered by a twinned target phone by pressing the corresponding Line Appearance key. See “Twinned Calls on the 5212/5312 IP phone” on page 79.

Using the 5212/5312 handset


1 Lift the handset.

LOGGED OUT

*00 to Login

Extension:

PIN:

Enter pin press #

Extension: 314

321: Robin Jones


• Alternatively, you may choose to use one of the following methods:- Press the flashing Line Appearance key.

- Press the key.

You have now answered the call. The LCD displays the caller's name (if known).

If you choose to ignore the incoming call and select a different line appearance, the line appearance continues to flash but the phone stops ringing.

Using the 5212/5312 speakerphone


1 Press the key.


3 To end a call while using the speakerphone, press the key.

Switch from speakerphone to handset on the 5212/5312 phone


To end the call while using the handset, replace the handset.

Answering a second call on the 5212/5312 IP phone

A second incoming call causes three things to happen: (1) the phone rings once (only if you are using the handset), (2) a line appearance flashes, and (3) the LCD displays the number and the name of the caller, if the caller is known.



321: Robin Jones

))321: Robin Jones





Making a call on the 5212/5312 IP phoneTo make a call, follow these steps:



When you finish dialing the number, the call is placed.

If you place an internal call, your LCD displays the extension and name of the connected party once the call is answered. If you place an external call, the LCD screen displays the name of the connected party, or if the name is unknown, the phone number.

3 To end the call, replace the handset.

To use the speakerphone for step 1, press an available Line Appearance

key or the key instead of lifting the handset.

• To end the call before you have completed dialing, choose one of the following:


320

Calling: Robin Jones

320: Robin Jones



Making a second call on the 5212/5312 IP phone


1 Press any available Line Appearance key. This puts the active call on hold and provides dial tone for a second call.


3 When you finish dialing the number, the call is placed.

4 If you place an internal call, the LCD displays the extension and name of the connected party once the call is answered. If you place an external call, the LCD screen displays the name of the connected party, or if the name is unknown, just the phone number.

5 To switch between two active calls, press the flashing Line Appearance key. This puts the active call on hold and activates the other call.


Using features via the 5212/5312 IP phoneThis section explains the features available from your 5212 IP phone. Some of these features must be pre-programmed in order to be available. To learn how to program features to keys, see “Program memory keys” on page 124.

3-way call on the 5212/5312 IP phone



1 While on an active call, press the key twice. This places the first call on hold, and selects an available Line Appearance. The LCD screen displays:

320


320: Robin Jones



The system dials the number and displays a "Calling" message along with the caller ID on the first line of the LCD screen.

3 When the third party answers the call, the LCD shows that a connection is established.

4 Press the key again. The 3-Way Call is now activated. The LCD screen displays:.

Until the key is pressed again, the first party will remain on hold and you can talk with the second party privately.By putting a 3-Way Call on hold, the other parties can continue talking.If you want the option to leave the conference and leave the two parties’ connected (when both parties are external), you must have the permission Redirect Inbound Call to External Number enabled. Once the 3-Way Call is established, you can use the transfer feature to transfer both parties to another party.

Joining two calls on the 5212/5312 IP phone

The 3-way call feature allows you to conference together two calls on your phone's Line appearances. To activate a 3-way call in these circumstances, follow these steps:

1 While on an active call, press the key twice.


3 Press the key again. The 3-Way Call is now activated.

Conf with:

Calling: Lesley Greene

Lesley Greene

3-Way Call


Account codes on the 5212/5312 IP phone

Account codes can be entered against incoming and outgoing calls to associate those calls with a particular client or account. Account code entry is accepted before a call is placed or during a call. You must have a memory key programmed with Account Code.

Account code entry on the 5212/5312 IP phone



2 Enter the account number using the phone keypad. The LCD displays the account code entered:

3 Press the # key to start your call. The next available line appearance is selected, dial tone is heard and your phone LCD updates.





3 Press the # key when you have finished entering the account code.

You can re-enter an account code for a call multiple times. The last account code entered is the account code that will be assigned to the call.If you enter an account code with an invalid length, the phone LCD briefly displays "Invalid Account Code". Contact your system administrator to determine the valid account code length for your business.You cannot assign an account code to a call once it has been completed.

Account code speed entry on the 5212/5312 IP phone

Account code entry is accepted before a call is placed or during a call. To use this feature, it must be enabled for your business and you must have a

Account Code:

Account Code: 1234

Account Code:

Account Code: 1234


memory key programmed with Account Code and a pre-programmed account code.





To enter a pre-programmed account code during a call, follow this step:



To cancel account code entry before the call is placed, replace the handset (or

press the key if using the speakerphone). Account code speed entry during a call cannot be cancelled.


You cannot assign an account code to a call once it has been completed.

Call list on the 5212/5312 phone

Call list keeps a list of the calls that you make and receive. The call list is accessible from your phone. You can redial any calls that you made from the call list. See “Redial on the 5212/5312 IP phone” on page 67. You may be able to dial a number from your incoming call list if it is supported by your service provider.

To use the feature, you must first have one of your programmable memory keys programmed as an Incoming Calls List key.

To view the list of incoming calls received, follow these steps with your phone on-hook:

1 Press the Incoming Calls List key on your phone. The most recent call that you received is displayed:

Account Code: 45678

Account: 45678

1: 754-4536



3 Press the Incoming Calls List key to exit from the call list.

To call a number from your incoming calls list:

1 Press the Incoming Calls List programmed key. The most recent call that you received is displayed:


3 Press the key to make a call to the displayed number.

If you are on-hook, the next available Line Appearance is selected and the speakerphone is activated. The system will attempt to dial the displayed number by prefixing it with the appropriate digits for external dialing (usually "9" or "91" depending on configuration). If the number can be dialed as such, you will hear ringing once the call has been placed. If the number cannot be dialed as such, the call will fail and you will have to dial the number manually remembering to include the proper prefix digits.

The position of the call in the call list is displayed in front of the phone number.The * symbol beside the position of the call means that the call was not answered.If the call was answered by a member of your call pickup group, then the call will show as unanswered (with a *) on your phone and answered (without a *) on the call pickup group member's phone that answered the call.

Redial on the 5212/5312 IP phone

Using the key, you can view a list of calls that were made and also

redial a number in that list without using the keypad. The maximum amount of numbers in your redial list is typically ten but is dependent on your service provider.


1 Press the key.

1: 754-4536


The number that you most recently dialed is displayed:

2 Use the Arrow keys to navigate the list (if required).

3 Once the required number is displayed, press the key to make the call. The next available Line Appearance is selected and you will hear ringing once the number has been dialed.

* means that the call was not answered. The position of the call in the call

list is displayed in front of the phone number. Press the key to exit from the call list.

Call pickup on the 5212/5312 phone


To use this feature, you must be a member of a call pickup group and have a memory key programmed as Pickup.


1 Lift the handset.


or


You can also join and leave your pickup group with a Join/Leave group key or via the web interface. When you leave the group, this disables other group members from picking up your calls; however, you can still pickup other members' calls. See “Join/Leave group on the 5212/5312 IP phone” on page 73 and “Join/leave call groups” on page 137.


*1: 9-605-223-7865


Company speed dial on the 5212/5312 IP phone

Using Company Speed Dial, you can call a number from the External Directory by pressing a single memory key on your phone. To use this feature, you must have a phone key programmed with Company Speed Dial.


• Press the Company Speed Dial key for the number you want to call. The system will select the next available Line Appearance for you and activate the speakerphone.


• Select an available Line Appearance. This will activate the speakerphone. Press the Company Speed Dial key


Directory on the 5212/5312 IP phone

Using the Directory, you can view the Internal Directory on your phone's LCD screen and make calls.


1 Press the key.


• Press the number on the keypad for the appropriate first letter of the person's last name. For example, press "5" twice for "K":

.

• Scroll down or up, using the Arrow keys, to find the name you want:

3 Once the correct name is displayed, press the key to dial the number.

Forwarding your 5212/5312 IP phone

You can forward your phone by using any of the forwarding features. In each case, you must program a memory key with the appropriate feature. See “Program memory keys” on page 124.

You can forward your phone by following the procedure described in the following sections:

Andrews Kim

K: Kennedy Pat

Knowles Erin


• “Forward your 5212/5312 IP phone to auto attendant” on page 70

• “Forward your 5212/5312 IP phone to co-worker” on page 70

• “Forward your 5212/5312 IP phone to coverage” on page 70

• “Forward your 5212/5312 IP phone to number” on page 71

• “Forward your 5212/5312 IP phone to prompt” on page 71

Forward your 5212/5312 IP phone to auto attendant

Using Forward to Auto Attendant, you can send all incoming calls to a selected auto attendant. Press the Forward to AA key once to turn the feature on. Press the key a second time to turn the feature off. The LED on the programmed key indicates when the phone is being forwarded.

To use this feature, you must have a key programmed with Forward to AA.

If you have this feature turned on when you log out of your phone, all your calls will be forwarded to the auto attendant.

Forward your 5212/5312 IP phone to co-worker


To use this feature, you must have a key programmed with Forward to Co-worker.


Forward your 5212/5312 IP phone to coverage

Using Forward to Coverage, you can send all incoming calls to the option you selected for your Call Coverage (see “Call Coverage” on page 135). Press the Forward to Coverage key once to turn the feature on. Press the key a second time to turn the feature off. The LED on the programmed key indicates when the phone is being forwarded.

To use this feature, you must have a key programmed with Forward to Coverage.



Forward your 5212/5312 IP phone to number


To use this feature, you must have a key programmed with Forward to Number.

If you forward your phone to an external phone number, you must have permission to make that external call and Redirect Inbound Call to External Number permission. For instructions about how to view your call permissions, see “Permissions” on page 122.If you have this feature turned on when you log out of your phone, all your calls will be forwarded to the number defined.

Forward your 5212/5312 IP phone to prompt





3 Press the # key on the keypad.





To use this feature, you must have a key programmed with Forward to Prompt. The system stores internal extensions, therefore you do not need to press the # key for extensions.If you forward a phone to an external phone number, you must have permission to make that external call and Redirect Inbound Call to External Number permission. See “Permissions” on page 122 for instructions on how to view your call permissions.


If you have this feature turned on when you log out of your phone all your calls will be forwarded to the numbered you entered.

Handsfree answerback on the 5212/5312 phone

Using Handsfree answerback, you can have intercom calls automatically answered so that you have a two-way speech connection. See “Intercom calls on the 5212/5312 phone” on page 72.



You can also enable the feature without a key by checking the box for Handsfree answerback on your Personal Details page. See “Change user details” on page 121.

Hold on the 5212/5312 IP phone




The indicator light next to the active Line Appearance changes from green to red and flashes slowly.


Intercom calls on the 5212/5312 phone

You can make intercom calls to a co-worker and to a prompt.

Intercom to co-worker on the 5212/5312 phone



If your co-worker has the Handsfree Answerback feature configured and activated, then you will also be able to hear your co-worker speak. See “Handsfree answerback on the 5212/5312 phone” on page 72.


Intercom to prompt on the 5212/5312 phone




If your phone is already active on a call or ringing, press an available Line Appearance key or put the current call on hold before you can use the Intercom to Prompt feature.


You will then be connected to your co-worker and you can speak through their speaker. If your co-worker has the Handsfree Answerback feature configured and activated, then you will also be able to hear your co-worker speak. See “Handsfree answerback on the 5212/5312 phone” on page 72.

To use this feature, you must have a key programmed with Intercom to Prompt.

Join/Leave group on the 5212/5312 IP phone

Using the Join/Leave Group feature you can join a Broadcast, Call Pickup, Hunt, or Rollover call group of which you are a member, using your phone. For Broadcast, Hunt and Rollover groups, only the phones of members who are joined in the group will ring when the call group is called. For Call Pickup groups, other phones in the group will be notified only if the phone being called is joined in the group.

Press the Join/Leave Group key once to turn the feature on. Press the key a second time to turn the feature off. The LED on the programmed key indicates when you are logged into the call group.

To use this feature, you must have a key programmed with Join/Leave Group.

Line appearance on the 5212/5312 IP phone




• Key is flashing green with a ring tone - an incoming call is available to be answered.

• Key is flashing red without a ring tone - a call is on hold.

• Key is solid - If this is green, then a call is active. If this is red, then a twinned call is active on the twinned target phone.

When you have multiple Line Appearance keys, they are ordered from bottom to top. An incoming call will appear on the first available Line Appearance key.

Your phone will normally have two or three pre-programmed Line Appearances. To be able to handle more simultaneous calls, you must program additional keys with Line Appearance.

Monitor Groups on 5212/5312 IP phone


If you requested to have your calls monitored, calls to one or more of your Line Appearances will automatically ring on your Monitor group member phones provided that they have configured the appropriate number of Monitor Calls or Monitor Call Silent keys on their phone.





By putting a call on hold, either the primary group member or other phones in the group can pick up the call. Your call coverage still applies when you are in a monitor group.A Monitor Phone key also acts a speed dial to the monitored extension.Monitor Groups is only applicable to users who are using Mitel IP phones.

Monitor Call on the 5212/5312 IP phone

Using the Monitor Call or Monitor Call Silent feature, you can monitor and pick up calls occurring on another user's phone.

To use this feature:

• You must be a member of a Monitor group. A Monitor group defines the user that is being monitored (primary group member) and which users can monitor calls for the primary group member (secondary group


members). Only the administrator can add a Monitor group or change the members of an existing Monitor group.


For example, if you have one Monitor Call/Monitor Call Silent key programmed for a Monitor Primary, you will only be able to monitor one incoming or outgoing call at a time. If you have two Monitor Call/Monitor Call Silent keys programmed for a Monitor Primary, you will be able to monitor two incoming or outgoing calls at a time and so on. There is no direct correspondence between a Monitor Call/Monitor Call Silent key and a Line Appearance key on the Monitor Primary's phone. The Line Appearance that the first call occurs on (not necessarily the first Line Appearance) will be monitored by the first Monitor Call/Monitor Call Silent key, the Line Appearance that the second call occurs on (not necessarily the second line appearance) will be monitored by the second Monitor Call/Monitor Call Silent key and so on.

The Monitor Call/Monitor Call Silent key indicates the state of the Line Appearance on the primary group members phone that is being monitored. The only difference between Monitor Call and Monitor Call Silent is that your phone will not ring to indicate an incoming call to the Primary member. For example:





To pick up a call occurring on the primary group member's phone, follow these steps:


2 Press the Monitor Call/Monitor Call Silent key.

or

• Press the Monitor Call/Monitor Call Silent key to answer the call in speaker mode.



Monitor Phone on 5212/5312 IP phone

Using the Monitor Phone feature, your phone can be monitored by other users. To enable the Monitor Phone feature, contact your administrator and provide a list of users that you would like to have monitor your phone. The administrator will create a Monitor group in your name with the people in your list as members of the group. There is no other action that needs to be taken on your part. When you are using your phone members of your call group will be able to see that the phone is in use provided that they have programmed a memory key to view activity on your phone.


Mute on the 5212/5312 IP phone

Using Mute, you can silence any sound from the phone. This does not prevent


One touch speed dial on the 5212/5312 IP phone

Using One Touch Speed Dial, you can make a call to a pre-programmed number. To use this feature, a programmable key must be programmed as a One Touch Speed Dial.





Page on the 5212/5312 IP phone

Using Page, you can send a page to all of the phones at your site. The page is broadcast through the speaker of each available phone. To use this feature, you must have a memory key programmed as a Page key.



Your phone LCD screen displays "Calling: Site Page" while the system identifies the available phones at your site.

2 When the system is ready for you to begin your page, you will hear an alert tone and the phone LCD screen displays the number of phones being paged.

Calling: Site Page






A page is not broadcast on phones that are busy.If you select Page while there is already a page in progress, the system waits until the page in progress is completed before your page is started. Your phone displays "Calling: Site Page" and you hear ringing while you are waiting.

Park and retrieve on the 5212/5312 IP phone

Using Park and Retrieve, you can put a call on hold at a park location so that it can be retrieved from any other phone at your business. To use this feature, a memory key must be programmed as a Park/Retrieve key.

To put a call on hold at a park location, follow these steps:

1 While on an active call, select a memory key programmed with the Park/Retrieve feature.

The system places the call on hold at a park location. The park location is displayed on your phone LCD screen:



1 From an idle phone, lift the handset.

This will select the next available Line Appearance. Select a memory key programmed with the Park/Retrieve feature. The phone LCD screen displays:


Paging: 7 of 10

Parked at: 4

Park Location:


The system connects you with the caller who was on hold at the park location. The LCD screen now displays the caller's name (if known) or number.

To cancel the retrieval of the parked call, press the key.If you enter a park location where there is no caller on hold, the phone LCD will briefly display "No Parked Call".There are nine park locations available (1 through 9). If all park locations are in use when you try to park a call, the phone LCD will briefly display "Park Locations Full" and the call will be placed on hold.If the call is left parked for 30 seconds, the phone of the person who parked the call will beep and the phone’s LCD will briefly display "Call parked at: " with the park location number to remind you that the call has not been retrieved.

Speaker on the 5212/5312 IP phone



Transfer call on the 5212/5312 IP phone


1 While on an active call, press the key. The system places the call on hold, and the LCD screen displays:

2 Enter the extension or phone number of the person to whom you wish to transfer, or press a One-Touch Speed Dial button.

3 Press the key once you hear ringing. The LCD screen displays the message "Transfer Complete" for approximately five seconds before returning to an idle state.

Robin Jones

Transfer To:

Transfer To: 415


Instead of pressing the key immediately you can wait until the

destination answers and then press the key.

If you enter an invalid extension during a transfer, the LCD screen displays "Invalid Extension". To reconnect with the caller, follow these steps:

1 Press the key.



If you choose not to complete the transfer, press the key, then press the flashing Line Appearance key to retrieve the original call.

Transfer to voice mail from the 5212/5312 IP phone



1 While on an active call, press the key. The system places the call on hold, and the LCD screen displays:



4 Press the key to complete the transfer. The LCD displays the message "Transfer Complete" for approximately five seconds before returning to an idle state.

Twinned Calls on the 5212/5312 IP phone

If you have configured your phone to be twinned to another external phone (the twinning target), then incoming calls will ring the other phone as well. See “Twinning” on page 136 for details on how to configure the twinning option for your phone


Transfer To:


If you answer the call on your twinning target phone, the Line Appearance key on your desk phone will remain lit. To pull back the call to your desk phone, simply press the corresponding Line Appearance key. The call will be dropped from the twinning target phone and you will be connected on your desk phone.

Note that if neither your desk phone nor the twinning target phone answers an incoming call, your call coverage setting will determine what happens to the call (See “Call Coverage” on page 135). If the other phone has a voice message service associated with it, then your twinning target phone's voice message service may answer the call first. If you want to avoid this situation, then you should ensure that your call coverage is configured to answer calls before the twinning target phone’s voice message service.



Voice mail on 5212/5312 IP phoneTo access your voice mail box for message retrieval or mail box administration such as changing your voice mail greeting or password, press

the key and follow the audio instructions.


Volume control on the 5212/5312 IP phoneUse volume control to change ring volume, handset volume, and speaker volume.

The ring, handset, and speaker volumes return to their default settings if the phone loses power.

Change ring volume on the 5212/5312 IP phone




2 While it is ringing, repeatedly press the keys until the ring volume

is at the level you want.

Change handset volume on 5212/5312 IP phone



2 Repeatedly press the keys until the volume is at the level you

want.


Change speaker volume on 5212/5312 IP phone


1 Press the Speaker button. You will hear dial tone.

2 Repeatedly press the keys until the volume is at the level you

want.

Using Mitel 5304 phones

This section describes the Mitel 5304 IP phones.

• To set up your new phone service, see “Initial setup for 5304 phone service” on page 83.

• For a description of your phone, see “Mitel 5304 IP phone” on page 82.


• “Answering a call on the 5304 phone” on page 83

• “Making a call on the 5304 phone” on page 85

• “Using features via the 5304 phone” on page 86

• “Volume control on the 5304 phone” on page 105

• “Voice mail on the 5304 phone” on page 104



• Nine (9) programmable keys- Two (2) Programmable keys with LEDs. These are dedicated as

Line Appearance keys.- Seven (7) Programmable keys without LEDs

• Lamp for Messaging waiting and alerting

• Speaker (however, no microphone)

• Supports G.711 and G729

• Sets conform to new ROHS Standards

• Power Over Ethernet (POE) powered

The 5304 does not support 5412, 5448 PKMs nor does it support the 5310 conference unit.

Figure 7: Mitel 5304 IP phone


Initial setup for 5304 phone serviceTo set up your new phone service, follow these steps:

• Activate your phone. See “Activating a 5304 phone” on page 83.

• Perform a Quick Set-up. See “Quick set-up” on page 120.

Activating a 5304 phone

To activate a 5304 phone you must physically connect the phone, then log in with your extension and PIN number.


1 Unplug your computer from the network.

2 Plug the phone into the network (through the supplied power pack - consult the documentation provided in the box).

3 Plug the computer into the phone.

4 Plug the phone power pack into an outlet.


6 Enter *00. The phone will display the following:

7 Enter your extension. The phone will display the following:

8 Enter your PIN, then the # key. The phone will display the following:


Answering a call on the 5304 phoneWhen an incoming call is received on a phone, several things happen: (1) the phone rings, (2) a Line Appearance flashes, and (3) the LCD displays the phone number of the caller and, if know, the name of the caller.

LOGGED OUT

*00 to Login

Extension:

PIN:

Enter pin press #

Extension: 314


You can answer an incoming call by using the handset or the speakerphone. See “Using the 5304 handset” on page 84 and “Using the 5304 speakerphone” on page 84.

You can pull back a call that has been answered by a twinned target phone by pressing the corresponding Line Appearance key. See “Twinned Calls on the 5304 phone” on page 104.

Using the 5304 handset


1 Lift the handset.

Alternatively, you may choose to use one of the following methods:

• Press the flashing Line Appearance key.

• Pick up the handset.

You have now answered the call. The LCD displays the caller's name (if known).

If you choose to ignore the incoming call and select a different line appearance, the line appearance continues to flash, but the phone stops ringing.

Using the 5304 speakerphone

To answer a call on the speakerphone, follow these steps:


2 Note that there is no microphone on the 5304 set (only in the handset), so you are effectively muted.

To end a call while using the speakerphone, lift then replace the handset.

Switch from speakerphone to handset on the 5304 phone

• To switch from the speakerphone to the handset during a call, pick up the handset.

• To end the call while using the handset, replace the handset.

321: Robin Jones

321: Robin Jones


Answering a second call on the 5304 phone

A second incoming call causes three things to happen: (1) the phone rings once (only if you are using the handset), (2) a line appearance flashes, and (3) the LCD displays the number and name of the caller, if known.




To switch between two active calls, press the flashing Line Appearance key. This puts the active call on hold and activates the other call.


Making a call on the 5304 phoneTo make a call, follow these steps:

1 Lift the handset. This will select the next available Line Appearance.


When you finish dialing the number the call is placed.

If you place an internal call, your LCD displays the extension and name of the connected party once the call is answered. If you place an external call, the LCD screen displays the name of the connected party, or if the name is unknown, the phone number.

3 To end the call, replace the handset.

))321: Robin Jones

320


320: Robin Jones


To end the call before you have completed dialing, replace the handset.

Making a second call on the 5304 phone



2 To make an internal call, dial the extension. To make an external call, dial the prefix required for external dialing (usually 9) followed by the number you want to call

3 When you finish dialing the number the call is placed.

4 If you place an internal call, the LCD displays the extension and name of the connected party once the call is answered. If you place an external call, the LCD screen displays the name of the connected party, or if the name is unknown, just the phone number.

5 To switch between two active calls, press the flashing Line Appearance key. This puts the active call on hold, and activates the other call.


Using features via the 5304 phoneThis section explains the features available from your phone. Some of these features must be pre-programmed in order to be available. To learn how to program features to keys, see “Program memory keys” on page 124.

3-way call on the 5304 phone


You must have a Transfer/Conference memory key programmed to use this feature. See “Program memory keys” on page 124.

320


320: Robin Jones



1 While on an active call, press the Transfer/Conference key twice. This places the first call on hold, and selects an available Line Appearance. The LCD screen displays:

2 Enter the phone number of the third party. The system dials the number and displays a "Calling" message along with the caller ID on the first line of the LCD screen.

3 When the third party answers the call, the LCD shows that a connection is established.

4 Press Transfer/Conference key again. The 3-Way Call is now activated. The LCD screen displays:

Until the Transfer/Conference key is pressed again, the first party will remain on hold and you can talk with the second party privately.

By putting a 3-Way Call on hold, the other parties can continue talking.

If you want the option to leave the conference and leave the two party's connected (when both parties are external), you must have the permission Redirect Inbound Call to External Number enabled.

Once the 3-Way Call is established, you can use the Transfer feature to transfer both parties to another party.

Conf with:

Calling: Lesley Gr

Lesley Greene

3-Way Call


Joining two calls on the 5304 phone

The 3-way call feature allows you to conference together two calls on your phone's Line appearances. You must have a Transfer/Conference memory key programmed to use this feature. See “Program memory keys” on page 124.

To activate a 3-way call in these circumstances, follow these steps:

1 While on an active call, press the Transfer/Conference key twice.


3 Press the Transfer/Conference key again. The 3-Way Call is now activated.

Account codes on the 5304 phone

Account codes can be entered against incoming and outgoing calls to associate those calls with a particular client or account. Account code entry is accepted before a call is placed or during a call. You must have a memory key programmed with the Account Code feature.

Account code entry on the 5304 phone



2 Enter the account number using the phone keypad. The LCD displays the account code entered:.

3 Press the # key to start your call. The next available line appearance is selected, dial tone is heard and your phone LCD updates.





Account Code:

Account Code: 1234

Account Code:

Account Code: 1234


3 Press the # key when you have finished entering the account code.


If you enter an account code with an invalid length, the phone LCD briefly displays "Invalid Account Code". Contact your system administrator to determine the valid account code length for your business.


Account code speed entry on the 5304 phone

Account code entry is accepted before a call is placed or during a call. To use this feature, it must be enabled for your business and you must have a memory key programmed with Account Code and a pre-programmed account code. See “Program memory keys” on page 124.








Account Code: 45678

Account Code: 45678


To cancel account code entry before the call is placed, replace the handset. Account code speed entry during a call cannot be cancelled.



Call lists on the 5304 phone

Call list on the 5304 phone

Call list keeps a list of the calls that you make and receive. The call list is accessible from your phone. You can redial any calls that you made from the call list. See “Redial on the 5304 phone” on page 91. You may be able to dial a number from your incoming call list if it is supported by your service provider.

To use the feature, you must first have one of your programmable memory keys programmed as an Incoming Calls List key and another programmed as Redial List/Dial. See “Program memory keys” on page 124.

To view the list of incoming calls received, follow these steps with your phone on-hook:

1 Press the Incoming Calls List key on your phone. The most recent call that you received is displayed:

2 Use arrow/scroll keys to navigate the list.

3 Press the Incoming Calls List key to exit from the call list.

To call a number from your incoming calls list:

1 Press the Incoming Calls List programmed key. The most recent call that you received is displayed:

2 Use the arrow/scroll keys to navigate the list.

1: 754-4536

1: 754-4536


3 Press the Redial List/Dial key to make a call to the displayed number.

If you are on-hook, the next available Line Appearance is selected and the speakerphone is activated. The system will attempt to dial the displayed number by prefixing it with the appropriate digits for external dialing (usually "9" or "91" depending on configuration). If the number can be dialed as such, you will hear ringing once the call has been placed. If the number cannot be dialed as such, the call will fail and you will have to dial the number manually remembering to include the proper prefix digits.

The position of the call in the call list is displayed in front of the phone number.

* beside the position of the call means that the call was not answered.

If the call was answered by a member of your call pickup group, then the call will show as unanswered (with a *) on your phone and answered (without a *) on the call pickup group member's phone that answered the call.

Redial on the 5304 phone

You must program a Redial List/Dial memory key to be able to use this feature. See “Program memory keys” on page 124.

Using the Redial List/Dial key, you can view a list of calls that were made and also redial a number in that list without using the keypad. The maximum amount of numbers in your redial list is typically ten but is dependant on your service provider.


1 Press the Redial List/Dial key.The number that you most recently dialed is displayed.

2 Use the arrow/scroll keys to navigate the list (if required).

3 Once the required number is displayed, press the Redial List/Dial key to make the call. If you are on-hook, the next available Line Appearance is selected and the speakerphone is activated. You will hear ringing once the number has been dialed.

*1: 9-605-223-7865


* means that the call was not answered.

The position of the call in the call list is displayed in front of the phone number.

Lift and replace the handset to exit from the call list.

Call pickup on the 5304 phone


To use this feature, you must be a member of a call pickup group and have a memory key programmed as Pickup. See “Program memory keys” on page 124.

When a call comes into any member of your call pickup group, their phone will ring. To answer the call, follow these steps:

1 Lift the handset.


You can also join and leave your pickup group with a Join/Leave group key or via the web interface. When you leave the group, this disables other group members from picking up your calls; however, you can still pickup other members' calls. See “Join/Leave group on the 5304 phone” on page 97 and “Join/leave call groups” on page 137.


Company speed dial on the 5304 phone


To make a call using the company speed dial, lift the handset and press the Company Speed Dial key for the number you want to call.


Directory on the 5304 phone

Using the directory, you can view the internal directory on your phone's LCD screen and make calls.

To view the directory, you must first have one of your programmable memory keys programmed as a Directory key. To dial a number from the directory list, you must have another programmable memory key programmed as a Redial List/Dial key. See “Program memory keys” on page 124.

You can access the directory with the phone on-hook or off-hook. To use the directory, follow these steps:

1 Press the Directory key.


- Press the number on the keypad for the appropriate first letter of the person's last name. For example, press "5" twice for "K".

- Scroll down or up, using the Arrow keys, to find the name you want.

3 Once the correct name is displayed, press the Redial List/Dial key.

Forwarding the 5304 phone

Using the following features, you can forward your phone:

• “Forward the 5304 phone to auto attendant” on page 93

• “Forward your 5304 phone to co-worker” on page 94

• “Forward your 5304 phone to coverage” on page 94

• “Forward your 5304 phone to number” on page 94

• “Forward your 5304 phone to prompt” on page 95

Forward the 5304 phone to auto attendant

Using Forward to Auto Attendant, you can send all incoming calls to a selected auto attendant. Press the Forward to AA key once to turn the feature on. Press the key a second time to turn the feature off. The display will briefly show that the forwarding has been turned on. Note that there is no permanent visual indication to show that your phone is in a forwarded state.

Andrews Kim

K: Kennedy Pat

Knowles Erin


To use this feature, you must have a key programmed with Forward to AA. See “Program memory keys” on page 124.

If you have this feature turned on when you log out of your phone all your calls will be forwarded to the auto attendant.

Forward your 5304 phone to co-worker

Using Forward to Co-worker, you can send all incoming calls to a selected co-worker. Press the Forward to Co-worker key once to turn the feature on. Press the key a second time to turn the feature off. The display will briefly show that the forwarding has been turned on. Note that there is no permanent visual indication to show that your phone is in a forwarded state.

To use this feature, you must have a key programmed with Forward to Co-worker. See “Program memory keys” on page 124.


Forward your 5304 phone to coverage

Using Forward to Coverage, you can send all incoming calls to the option you selected from My Call Coverage. Press the Forward to Coverage key once to turn the feature on. Press the key a second time to turn the feature off. The display will briefly show that the forwarding has been turned on. Note that there is no permanent visual indication to show that your phone is in a forwarded state.

To use this feature, you must have a key programmed with Forward to Coverage. See “Program memory keys” on page 124.


Forward your 5304 phone to number

Using Forward to Number, you can send all incoming calls to a preset phone number. Press the Forward to Number key once to turn the feature on. Press the key a second time to turn the feature off. The display will briefly show that the forwarding has been turned on. Note that there is no permanent visual indication to show that your phone is in a forwarded state.

To use this feature, you must have a key programmed with Forward to Number. See “Program memory keys” on page 124.


If you forward your phone to an external phone number, you must have permission to make that external call and Redirect Inbound Call to External Number permission. See “Permissions” on page 122 for instructions on how to view your call permissions.

If you have this feature turned on when you log out of your phone all your calls will be forwarded to the number defined.

Forward your 5304 phone to prompt

Using Forward to prompt, you can send all incoming calls to a phone number that you have entered via your phone. The display will briefly show that the forwarding has been turned on. Note that there is no permanent visual indication to show that your phone is in a forwarded state.

To forward to prompt, follow the steps:








To use this feature, you must have a key programmed with Forward to Prompt.

The system stores internal extensions; therefore, you do not need to press the # key for extensions.

If you forward a phone to an external phone number, you must have permission to make that external call and Redirect Inbound Call to External Number permission. See “Permissions” on page 122 for instructions on how to view your call permissions.


If you have this feature turned on when you log out of your phone, all your calls will be forwarded to the number you entered.

Handsfree answerback on the 5304 phone

Using Handsfree answerback, you can have intercom calls automatically answered on your phone. See “Intercom to co-worker on the 5304 phone” on page 96. Since there is no handsfree microphone in the phone, you must lift the handset to be able to speak to the caller.

Press the Handsfree answerback key to turn the feature on. Press the key a second time to turn the feature off. The display will briefly show that the Handsfree answerback feature has been turned on or off. Note that there is no permanent visual indication to show that the Handsfree answerback feature is turned on.


You can also enable the feature without a key by checking the box for Handsfree Answerback on your Personal Details page (see “Change user details” on page 121).

Hold on the 5304 phone



1 While on an active call, press another Line Appearance key.

2 The indicator light next to the originally active Line Appearance flashes slowly.

3 To remove the call from hold, press the original Line Appearance key.

Intercom calls on the 5304 phone

Intercom to co-worker on the 5304 phone

Using Intercom to Co-worker, you can make a page to a selected co-worker that is broadcast through the speaker on your co-worker's phone. Pick up the handset or select a Line Appearance key, then press the Intercom to Co-worker key to start the page to your co-worker. If you press the Intercom to Co-worker key with no line active, the next available Line Appearance key will automatically be selected. Note that if your phone is active on a call or in a ringing state, you must select an available Line Appearance key before pressing the Intercom to Co-worker key.

In all cases, you must lift the handset to be able to speak to your co-worker.


If your co-worker has the Handsfree Answerback feature configured and activated, then you will also be able to hear your co-worker speak. (See “Handsfree answerback on the 5304 phone” on page 96)


Intercom to prompt on the 5304 phone



1 Lift the handset.




You will then be connected to your co-worker and you can speak through their speaker. If your co-worker has the Handsfree Answerback feature configured and activated, then you will also be able to hear your co-worker speak. (See “Handsfree answerback on the 5304 phone” on page 96).

To use this feature, you must have a key programmed with Intercom to Prompt. See “Program memory keys” on page 124.

Join/Leave group on the 5304 phone

Using the Join/Leave group feature, you can join or leave a Broadcast, Call Pickup, Hunt, or Rollover call group of which you are a member, using your phone. For Broadcast, Hunt and Rollover groups, only the phones of members who are joined in the group will ring when the call group is called. For Call Pickup groups, other phones in the group will be notified only if the phone being called is joined in the group. See “Call groups” on page 137.

Press the Join/Leave Group key once to turn the feature on. Press the key a second time to turn the feature off. The display will briefly show whether you successfully joined or left the group. Note that there is no permanent visual indication to show that your phone is in a group.

To use this feature, you must have a key programmed with Join/Leave Group. See “Program memory keys” on page 124.

Line Appearance key on the 5304 phone




• Key is flashing with a ring tone - an incoming call is available to be answered.

• Key is flashing without a ring tone - a call is on hold.

• Key is solid - a call is active or a twinned call is active on the twinned target phone.

When you have multiple Line Appearance keys, they are ordered from bottom to top. An incoming call will appear on the first available Line Appearance key.

Your phone will normally have two pre-programmed Line Appearances. To be able to handle more simultaneous calls, you must program additional keys with Line Appearance. See “Program memory keys” on page 124.

Only the first two (bottom two) programmable memory keys on the 5304 phone have LEDs. You can still program other programmable memory keys as Line Appearances; however, any additional Line Appearance keys will have no visual indication of its state.

Monitor Groups on the 5304 phone


If you requested to have your calls monitored, calls to one or more of your Line Appearances will automatically ring on your Monitor group member phones provided that they have configured the appropriate number of Monitor Call or Monitor Call Silent keys on their phone. See “Monitor Call on the 5304 phone” on page 99.





By putting a call on hold, either the primary group member or other phones in the group can pick up the call.

Your call coverage still applies when you are in a monitor group.


A Monitor Phone key also acts a speed dial to the monitored extension.

Monitor Groups is only applicable to users who are using Mitel IP phones.

Monitor Call on the 5304 phone

Using the Monitor Call or Monitor Call Silent feature, you can monitor and pick up calls occurring on another user's phone. To use this feature,



For example, if you have one Monitor Call/Monitor Call Silent key programmed for a Monitor Primary, you will only be able to monitor one incoming or outgoing call at a time. If you have two Monitor Call/Monitor Call Silent keys programmed for a Monitor Primary, you will be able to monitor two incoming or outgoing calls at a time and so on. There is no direct correspondence between a Monitor Call/Monitor Call Silent key and a Line Appearance key on the Monitor Primary's phone. The Line Appearance that the first call occurs on (not necessarily the first Line Appearance) will be monitored by the first Monitor Call/Monitor Call Silent key, the Line Appearance that the second call occurs on (not necessarily the second line appearance) will be monitored by the second Monitor Call/Monitor Call Silent key and so on. See “Program memory keys” on page 124.

Because the programmable memory keys on the 5304 phone do not have LEDs, only the Monitor Call key is appropriate and it is only useful for answering calls. When a call comes into the Primary member of the Monitor group, your phone will ring but your Line Appearance keys will not flash.

To pick up a call occurring on the primary group member's phone, follow these steps:

1 Lift the handset.

2 Press the Monitor Call key.

or

1 Press the Monitor Call key to answer the call in speaker mode. (Note that since there is no microphone, the call will be effectively muted until you pick up the handset.)



Monitor Phone on the 5304 phone

Using the Monitor Phone feature, your phone can be monitored by other users. To enable the Monitor Phone feature, contact your administrator and provide a list of users that you would like to have monitor your phone. The administrator will create a Monitor group in your name with the people in your list as members of the group. There is no other action that needs to be taken on your part. When you are using your phone members of your call group will be able to see that the phone is in use provided that they have programmed a memory key to view activity on your phone.


Although the Monitor Phone key can be programmed on a 5304 phone, the monitoring capability does not apply because the programmable memory keys do not have LEDs. However, the ability to use the Monitor Phone key as a speed dial key will work without the LED.

Mute on the 5304 phone

Since the 5304 phone does not have a handsfree microphone, the phone is effectively muted (no sound is transmitted to the other party) whenever the handset is on-hook. This does not prevent incoming sound from being heard.

One touch speed dial on the 5304 phone

Using One Touch Speed Dial, you can make a call to a pre-programmed number. To use this feature, a programmable key must be programmed as a One Touch Speed Dial. See “Program memory keys” on page 124.



• Press an available Line Appearance key, to activate the speakerphone, and then press the One Touch Speed Dial key. Note that the call is effectively muted until you pick up the handset.

• Press the One Touch Speed Dial key. This will select an available Line Appearance and activate the speakerphone. Note that the call is effectively muted until you pick up the handset.

Page on the 5304 phone

Using Page, you can send a page to all of the phones at your site. The page is broadcast through the speaker of each available phone. To use this feature,


you must have a memory key programmed as a Page key. See “Program memory keys” on page 124.


1 Lift the handset


3 Your phone LCD screen displays "Calling: Site Page" while the system identifies the available phones at your site.

When the system is ready for you to begin your page, you will hear an alert tone and the phone LCD screen displays the number of phones being paged.

4 Speak into the handset.

To end the page, replace the handset.

A page will not be broadcast on phones that are busy.

If you select Page while there is already a page in progress, the system will wait until the page in progress is completed before your page is started. Your phone will display "Calling: Site Page" and you will hear ringing while you are waiting.

Park and retrieve on the 5304 phone

Using Park and Retrieve, you can put a call on hold at a park location so that it can be retrieved from any other phone at your business. To use this feature, a memory key must be programmed as a Park/Retrieve key. See “Program memory keys” on page 124.

To put a call on hold at a park location, follow these steps:

1 While on an active call, select a memory key programmed with the Park/Retrieve feature. The system places the call on hold at a park location.The park location is displayed on your phone LCD screen.

Calling: Site Page

Paging: 7 of 10

Parked at: 4




1 From an idle phone, lift the handset. This will select the next available Line Appearance. Select a memory key programmed with the Park/Retrieve feature. The phone LCD screen displays:


The system connects you with the caller who was on hold at the park location. The LCD screen now displays the caller's name (if known) or number.

To cancel the retrieval of the parked call, replace the handset.

If you enter a park location where there is no caller on hold, the phone LCD will briefly display "No Parked Call".

There are nine park locations available (1 through 9). If all park locations are in use when you try to park a call, the phone LCD will briefly display "Park Locations Full" and the call will be placed on hold.

If the call is left parked for 30 seconds, the phone of the person who parked the call will beep and the phone's LCD will briefly display "Call parked at: " with the park location number to remind you that the call that you parked has not been retrieved.

Speaker on the 5304 phone

To use the speaker on your phone, select a Line Appearance key while the handset is on-hook. Note that since there is no handsfree microphone, this effectively mutes the call.

Park Location:

Robin Jones


Transfer call on the 5304 phone

You must program a Transfer/Conference memory key to be able to use this feature. See “Program memory keys” on page 124.


1 While on an active call, press the Transfer/Conference key. The system places the call on hold, and the LCD screen displays:

2 Enter the extension or phone number of the person to whom you wish to transfer, or press a One-Touch Speed Dial button.

3 Press the Transfer/Conference key once you hear ringing. The LCD screen displays the message "Transfer Complete" for approximately five seconds before returning to an idle state.

Instead of pressing the Transfer/Conference key immediately, you can wait until the destination answers and then press the key.

If you enter an invalid extension during a transfer, the LCD screen displays "Invalid Extension". To reconnect with the caller, follow these steps:



Transfer to voice mail from the 5304 phone

You must program a Transfer/Conference memory key to be able to use this feature. See “Program memory keys” on page 124.



1 While on an active call, press the Transfer/Conference key. The system places the call on hold, and the LCD screen displays:


Transfer To:

Transfer To: 415

Transfer To:

Transfer To: 701



4 Press the Transfer/Conference key to complete the transfer. The LCD displays the message "Transfer Complete" for approximately five seconds before returning to an idle state.

Twinned Calls on the 5304 phone

If you have configured your phone to be twinned to another external phone (the twinning target), then incoming calls will simultaneously ring the other phone as well. See “Twinning” on page 136 for details on how to configure the twinning option for your phone.


If you answer the call on your twinning target phone, the Line Appearance key on your desk phone will remain lit. To pull back the call to your desk phone, simply press the corresponding Line Appearance key. The call will be disconnected from the twinning target phone and you will be connected on your desk phone.

Note that if neither your desk phone nor the twinning target phone answers an incoming call, your call coverage setting will determine what happens to the call (See “Call Coverage” on page 135.). If the other phone has a voice message service associated with it, then your twinning target phone's voice message service may answer the call first. If you want to avoid this situation, then you should ensure that your call coverage is configured to answer calls before the twinning target phone's voice message service.


Once you have a Twinning On/Off key configured, press the key once to turn the feature on. Press the key a second time to turn the feature off. The display will briefly show whether your twinning has been turned on or off. Note that there is no permanent visual indication to show that your twinning is on.

Voice mail on the 5304 phoneYou must have a Voice Mail memory key programmed to use this feature. See “Program memory keys” on page 124.

To access your voice mail box for message retrieval or mail box administration such as changing your voice mail greeting or password, press the Voice Mail key and follow the audio instructions.

If your administrator has created an auto attendant with a voice mail retrieval option and associated it to an external number, you can access your mail box from any phone by dialing the external number and then selecting the voice


mail retrieval option. You are prompted for your extension, then connected to your voice mail box.


Volume control on the 5304 phoneUse volume control to change ring volume, handset volume, and speaker volume.

The ring, handset, and speaker volumes return to their default settings if the phone loses power.

Change ring volume on the 5304 phone



2 While it is ringing, repeatedly press the scroll/arrow keys until the ring volume is at the level you want.

Change handset volume on the 5304 phone



2 Repeatedly press the scroll/arrow keys until the volume is at the level you want.


Change speaker volume on the 5304 phone


1 With the handset on-hook, press an idle Line Appearance key. You will hear dial tone.

2 Repeatedly press the scroll/arrow keys until the volume is at the level you want.


Using a headset

The Mitel 5212, 5224, 5312, 5324, 5330, and 5340 IP phones support the use of specially designed headsets made by Plantronics. The following headset types are available:

• Monaural over-the ear

• Binaural over-the head with voice tube

• Binaural over the head with noise canceling microphone

Some headsets are all supplied with a control switch that can be used to mute the microphone.

Connect and configure the headsetTo connect the headset to the Mitel 5320/5330/5340/5260, 5224/5324 or 5212/5312 IP phone, follow these steps:

1 Plug the headset into the headset jack on the back of the set.

2 Remove the handset from the cradle. You can hook it over the top of the set cradle.

3 If using a Mitel 5320/5330/5340/5260 or 5224/5324 IP phone, press the DIR softkey, then the QUIT softkey to take the phone to an on-hook (or idle) state.

If using a Mitel 5212/5312 IP phone, press the key, then press the

key to take the phone to an onhook (or idle) state.

Answer a Call with the headsetTo answer a call while using the headset, press the Line Appearance key or the ANSWER softkey.

End a Call with the headsetTo end a call while using the headset on the Mitel 5224/5324 or 5320/5330/5340/5260 IP phone, press the END softkey

To end a call while using the headset on the Mitel 5212/5312 IP phone, press

the key.

Mute the headsetTo mute the microphone, press and hold the control switch if it has one.


Make a call with the headsetTo make a call while using the headset, press a Line Appearance key and dial the number. line. You can also use dial, directory dial, and speed dial features. See the section for making a call for your phone model in this guide.

Switch to the handsetTo divert the operation back to the handset, the user can either

• Disconnect the headset from the phones jack or

• Use an external headset adapter box which has a dedicated headset/handset switch.

Using a Programmable Key Module

A Programmable Key Module (PKM) provides additional memory keys to those provided on your phone. The system supports the Mitel 5412 PKM which provides an extra 12 additional memory keys and the Mitel 5448 PKM which provides an additional 48 memory keys. If required you can have up to two 5448 PKM units on one phone.

The PKMs can be attached to Mitel 5224 or 5324 IP phones.

To attach the PKM, follow the instructions that are provided in the box.

To program the memory keys on the PKM, see “Program memory keys on PKM” on page 125.

Mitel 5310 IP Conference Unit

The Mitel 5310 IP Conference Unit connects to the headset port of the Mitel 5224, 5324, 5330, or 5340 IP Phone and is designed to provide optimal performance in any office to a maximum of 15 feet by 25 feet (4.5 meters by 7.6 meters).

Note that there are two different conference unit types - one type connects to Mitel 5224 IP phone, the other connects to Mitel 5324/5320/5330/5340/5260 IP phones

To attach the Mitel 5310 IP conference unit, follow the instructions in the box.

For Mitel 5320/5330/5340/5260 IP phones, you will need to program a memory key as a conference unit key in order to use the conference unit. See “Program memory keys” on page 124.

Features of the conference unit include:

• Acoustic beam-forming technology to locate the direction of speech

• Noise reduction and automatic gain control to eliminate background noise

• Presentation mode that locks the microphone array to the current speaker


• Seven dual color LEDs that provide visual confirmation that the unit has picked up the speaker’s voice.

• Power supply from a 24V DC wall adapter

• Side-control unit with fixed function keys

• Optional mouse controller is available

Using the Conference Unit for 5320/5330/5340/5260 phones

Set up the Conference Unit on 5320/5330/5340/5260 phones

Follow these steps to configure the conference unit on the Mitel 5320/5330/5340/5260 IP Phone.

1 Connect the unit as per the instructions in the box.

2 Program one of the programmable memory keys as a Conference Unit key. See “Program memory keys” on page 124.

Once programmed, the Conference Unit key label will appear beside the programmed memory key as well as its state (which is initially Off).

Whenever you press the Conference Unit memory key, it starts up the Conference Unit application. The Conference Unit application disables your page keys and changes the function of your memory keys. The new meanings of your memory keys are displayed on the labels beside them.

To close the Conference Unit application, press the key labelled Close. This closes the application (although it does not turn off the conference unit) and the memory keys return to their programmed states.

Make a call from the Conference Unit on 5320/5330/5340/5260 phones

Follow these steps to make a call from the phone connected to the conference unit.

1 Make a speakerphone call by dialing with the handset onhook.

2 Wait for the other party to answer the call.

3 Once the other party has answered the call, press the Conference Unit memory key.

This starts the Conference Unit application and displays the new settings for your memory keys.

4 Press the memory key labelled Turn On.


5 To close the Conference Unit application and still leave the conference unit on, press the memory key labelled Close.

The memory keys return to their programmed states and the label for the Conference Unit memory key displays "Conference Unit (On)".

6 To return to the Conference Unit application, press the Conference Unit memory key.

Answer a call on the Conference Unit on 5320/5330/5340/5260 phones

To answer an incoming call to your phone with the conference unit, follow these steps while the phone is ringing:

1 Press the Conference Unit memory key to start the Conference Unit application.

2 Press the memory key labelled Turn On.

Using hold on the Conference Unit on 5320/5330/5340/5260 phones

To put a call on hold when using the Conference Unit, follow these steps:

1 Press the key.

To take a call off hold when using the Conference Unit, follow these steps:

1 If you are still running the Conference Unit application, press the key labelled "Close".

2 Press the flashing Line Appearance key to take the call off hold.


4 Press the key labelled Turn On.

Switch between speakerphone and the conference unit on 5320/5330/5340/5260 phones

Note that your handset must be onhook (i.e. you must be in speakerphone mode) to use the conference unit.

Follow these steps to switch a call from speakerphone mode to the conference unit:




Follow these steps to switch a call from the conference unit to the speakerphone:

1 If you are running the Conference Unit application, press the key labelled Close.

2 Press the key.


Switch between handset and the conference unit on 5320/5330/5340/5260 phones


Follow these steps to switch a call from the handset to the conference unit:

1 Press the key.

2 Replace the handset in the cradle.

3 Press the flashing Line Appearance key to take the call off hold and switch to speakerphone mode.



Follow this step to switch a call from the conference unit to the handset:

1 Lift the handset.

Adjust volume on the conference unit on 5320/5330/5340/5260 phones

To adjust the volume on the conference unit, follow these steps:

1 If the Conference Unit application is not currently running, press the Conference Unit memory key to start the Conference Unit application.

2 Adjust the volume by pressing the keys labelled Volume Up and Volume Down.

Note that the Arrow keys cannot be used to adjust the volume while using the conference unit. These keys only apply to the handset and speakerphone mode.


Use Presentation mode on 5320/5330/5340/5260 phones

The 5310 Conference Unit has multiple directional microphones around the disk. Based on sound that it detects, it turns on the microphone pointing in that direction. As different speakers talk, it changes which microphone is on.

Presentation mode allows you to lock the unit so that the microphone currently on stays on, thereby removing potential background noise.

To turn on Presentation mode while using the conference unit, follow these steps:

1 If not currently running the Conference Unit application, press the Conference Unit memory key to start the Conference Unit application.

2 Press the key labelled Presentation Mode.

The LED beside the memory key turns on to indicate that you are in Presentation mode.

To turn off Presentation mode while using the conference unit, follow these steps:


2 Press the key labelled Presentation Mode.

The LED beside the memory key turns off to indicate that you are not in Presentation mode.

Mute the call on the conference unit on 5320/5330/5340/5260 phones

To mute a call while using the conference unit, follow these steps:


2 Press the key labelled Mute.

The LED beside the memory key turns on to indicate that you are Muted.

To un-mute a call while using the conference unit, follow these steps:


2 Press the key labelled Mute.

The LED beside the memory key turns off to indicate that you are not muted.


Hang up a call on the conference unit on 5320/5330/5340/5260 phones

To hang up a call while using the conference unit, follow this step:

1 Press the speaker key.

Note that the key labelled Hang Up does not have any effect.

Figure 8: Mitel 5310 IP Conference unit with sidecar and optional mouse

When connected to the 5224 phone, the conference unit can be controlled using the buttons on the sidecar for On/Off, Volume, Mute and Presentation Mode.

Using the Conference Unit for 5324 phonesThe following explanations assume that you have a mouse attachment.


Set up the Conference Unit on 5324 phones

Follow these steps to configure the conference unit on the Mitel 5324 IP Phone.

1 Connect the unit as per the instructions in the box.

2 Connect the mouse to be able to control the operation of the conference unit.

Figure 9: shows various keys on the conference unit mouse:

Figure 9: Mitel 5310 IP Conference unit with mouse

Make a call from the Conference Unit on 5324 phones

Follow these steps to make a call from the phone connected to the conference unit.

1 Make a speakerphone call by dialing with the handset onhook.

2 Wait for the other party to answer the call.

3 Once the other party has answered the call, press the Power On/Off button on the mouse.

Answer a call on the Conference Unit on 5324 phones

To answer an incoming call to your phone with the conference unit, follow this step while the phone is ringing:

1 Press the Power On/Off button on the mouse.


Using hold on the Conference Unit on 5324 phones

To put a call on hold when using the Conference Unit, follow these steps:

1 Press the key.

To take a call off hold when using the Conference Unit, follow these steps:



Switch between speakerphone and the conference unit on 5324 phones

Follow this step to switch a call from speakerphone mode to the conference unit:


Follow this step to switch a call from the conference unit to the speakerphone:

1 Press the key.

Switch between handset and the conference unit on 5324 phones


Follow these steps to switch a call from the handset to the conference unit:

1 Press the key.

This switches the call to the speakerphone. You can replace the handset at this point. It will not release the call.


Follow this step to switch a call from the conference unit to the handset:

1 Lift the handset.

Adjust volume on the conference unit on 5324 phones

To adjust the volume on the conference unit while talking on a call, follow this step:

1 Adjust the volume by pressing the Volume Up/Down keys on the mouse.

Note that the Arrow keys cannot be used to adjust the volume while using the conference unit with the mouse attachment. These keys only apply to the handset and speakerphone mode.


Use Presentation mode on 5324 phones

The 5310 Conference Unit has multiple directional microphones around the disk. Based on sound that it detects, it turns on the microphone pointing in that direction. As different speakers talk, it changes which microphone is on.

Presentation mode allows you to lock the unit so that the microphone currently on stays on, thereby removing potential background noise.

To turn on Presentation mode while using the conference unit, follow this step:

1 Press the Presentation Mode key on the mouse.

The key light turns on to indicate that you are in Presentation mode.

To turn off Presentation mode while using the conference unit, follow this step:

1 Press the Presentation Mode key on the mouse.

The key light turns off to indicate that you are not in Presentation mode.

Mute the call on the conference unit on 5324 phones

To mute a call while using the conference unit, follow this step:

1 Press the Mute key on the mouse.

The key light turns on to indicate that you are Muted.

To un-mute a call while using the conference unit, follow this step:

1 Press the Mute key on the mouse.

The LED beside the memory key turns off to indicate that you are not muted.

Hang up a call on the conference unit on 5324 phones

To hang up a call while using the conference unit, follow this step:

1 If the handset is not in the cradle, replace the handset.


Using the conference unit on 5324 phones without the mouse

If you are using the conference unit for 5324 phones without the mouse attachment, then the conference unit becomes a replacement for the built-in

speakerphone. When in a talking state, if you press the key, this turns on or off the conference unit. When the conference unit is on, then the arrow

keys (for volume) and the key apply to the conference unit. You cannot use the Presentation Mode feature without the mouse attachment.


Using other phones

This phone system supports usage of other phones using the SIP protocol. Not all features are supported on other phones. Consult the documentation provided with the other phones.

Compatible peripherals matrix

The following table summarizes which peripheral devices are supported for each of the listed phone models in the left hand column.

Personalizing phone usage via the webUsing Internet Explorer 6 or later or Mozilla Firefox 1.5.0.4 or later, individual phone users can personalize their phone systems using the web administration interface. With the exception of the Login page, all of the web pages share the same layout. On each web page, you will see a header, footer, a left pane, and a right pane. The left pane shows the choices for navigating the pages. The right pane shows the details.

Figure 6: “User Home page” on page 117 illustrates the user window:

Mitel IP Phone model

PKM 5412

PKM 5448

Conference Unit 5310

Wireless LAN Stand

Headset Line Interface Module

5212 No No No Yes Yes No

5224 Yes Yes Yes Yes Yes Yes

5304 No No No No No No

5312 No No No Yes Yes No

5324 Yes Yes Yes Yes Yes Yes

5330 No No Yes Yes Yes No

5340 No No Yes Yes Yes No

116 Personalizing phone usage via the web Final

Figure 10: User Home page

You should always use the appropriate left hand menu link or button or link on your screen to navigate through the web interface. You should never use the "Back" button on your browser since the information and actions from a previous page may no longer be valid.

Web login To log in to the web administration interface, you need four things: (1) your extension, (2) your PIN, (3) the Login URL, and (4) a web browser (Internet Explorer 6.0 or later or Firefox 1.5.0.4 or later) which connects to the Internet. These are all available from your administrator.

To log in to the web administration interface, follow these steps:

1 Type the Login URL in a web browser.

2 Type your User ID (your extension) in the Login screen. Check the Remember my User ID check box to avoid entering this information each time you log in. To disable this option, deselect the Remember my User ID check box.

3 Type your PIN.

4 Select the Login button.

If you are logged into the application and attempt to log in again, the application logs you out of the first session and logs you in to a new session. The system displays the message, "System has detected older

Personalizing phone usage via the web 117Final

open session for this user”, which has been invalidated upon current login.You will be logged out of the web if your computer is idle for 30 minutes or more.

To stop the security alert at log inA Security Alert may appear when you log in if the security certificate that is being used has not been identified as a trusted source on your computer. If you trust the source and do not want to see the Security Alert each time you log in, follow these steps:

1 Select the View Certificate button on the Security Alert window.

2 Select the Install Certificate button on the Certificate window.

3 Follow the install certificate prompts.

4 Select the OK button on the Certificate window.

5 Select the Yes button on the Security Alert window.

Forgotten PIN If you forget your PIN, a new one can be sent to you by email.

To request a new PIN, follow these steps on the login page:

1 Type your User ID.

2 Select Forgot Your PIN?

A new PIN will be sent to the email address specified on your My Personal Details page. If you do not receive an email with your PIN, contact your administrator.

You will not receive a new PIN by email if you have not entered a valid email address on your Personal Details page or if your company has not been configured for email PIN notification. Contact your system administrator to request a new PIN.

Change PIN Your PIN is used for logging into your phone as well as logging into the web interface. To change your PIN, follow these steps:

1 Select My Personal Details in the Navigation pane.


2 Select the Save and Change PIN button at the bottom of the page. A Change PIN pop-up window will be displayed.

3 Type your old PIN.

4 Type a new PIN.

5 Type the new PIN again.

6 Select the Save button.

You will be returned to the My Personal Details page appears with the message “Successfully Saved” confirming that your PIN has been changed.

The Change PIN window refreshes, clearing all fields, and displaying an error message in the following cases:

• You enter an invalid old PIN. The error message will read, “Invalid old PIN.”

• You enter a new PIN that does not meet the criteria. The error message will read, “New PIN is not valid according to the specified rules.”

• The new PIN you re-typed does not match the new PIN. The error message will read, “Please correctly re-type your PIN.”

A PIN must consist of between four to ten digits. A PIN is numeric and must not contain spaces, letters, or special characters. Your new PIN cannot be the same as your old PIN.

This PIN is not the same as the PIN used for voice mail. See “Reset voice mail PIN” on page 147 for details on how to change your voice mail PIN.

Web logout To log out of the Web, follow these steps:

1 Select Logout in a Global Navigation menu bar from any screen in the application.

2 The Logout page will be displayed, with the message, “You are now successfully logged out of application name.” A link to the Login page is provided.

Closing all browser windows automatically logs you out of the Web. You will be logged out of the Web if your computer is idle for 30 minutes or


more.

Quick set-up To quickly set up your phone service, follow the steps provided below:

To record your name for the Auto Attendant Name prompt, follow these steps:

1 Log in to the web interface (see “Web login” on page 117).

2 Select the My Personal Details option in the navigation pane.

3 Select the Record button on the Personal Details page.

A Record Prompt pop-up window is displayed. Confirm that the extension displayed matches that of the phone you will be using. If the extension does not match, type the appropriate extension.

4 Select the Call button.

5 When your phone rings, lift your handset to answer.

6 Listen to a brief set of audio instructions, "Please record your message after the tone. When you are finished, press "#" for more options."

7 When you hear the tone, say your name into the handset to record your name announcement.

8 Press the # key when you are finished.

9 Choose from the following options:

• To replay greeting press 1.

• To save greeting press 2.

• To re-record greeting press 3.

• To exit without saving press *.

10 Press 2 to save the name announcement.


12 Select the Close button on the pop-up window.

To set-up Call Coverage, follow these steps:

1 Select My Call Coverage in the navigation pane.

2 Select one of the following options: My Voice Mail, My Auto Attendant, My Co-worker, or Another Phone Number.

3 If you selected My Auto Attendant, choose an auto attendant from the drop-down list. If you selected My Co-Worker, choose a co-worker from


the drop-down list. If you selected Another Phone Number, enter a phone number for call coverage.

4 Choose the number of rings.


External numbers entered as Another Phone Number for Call Coverage must include the appropriate prefix for external dialing. This prefix is usually the number "9". Contact the system administrator for assistance.

Change user details

All user details, except extensions and permissions, can be changed.

To change your personal user details, follow these steps:

1 Select My Personal Details in the Navigation pane. The Personal Details page is displayed with your personal details in the My Information section.

2 Make the changes of your choice in the following fields: First Name, Last Name, Email, Home Phone, Mobile Phone, Language for Phone and Handsfree Answerback. You cannot make changes to the Extension field.


Record your name for the Auto Attendant

Callers hear your recorded name announcement as confirmation when they use the auto attendant name directory to contact you.

The recorded announcement is for the auto attendant. It is not your voice mail greeting.

To record, or re-record your name announcement, follow these steps:

1 Log in to the web administration interface.

2 Select Personal Details in the left menu.

3 Select the Record button in the Automated Attendant Prompt section.

A Record Prompt pop-up window is displayed.

4 Confirm that the extension displayed matches the phone you want to use. If the extension is not the same, enter an alternate extension.



6 When your phone rings, lift the handset to answer.

7 Listen to a brief set of audio instructions: “Please record your message after the tone. When you are finished, press # for more options”.

8 When you hear the tone, record your name into the handset.

9 When you are finished, press the # key.

The system plays the following set of options:

• To listen to the recording, press 1.

• To save the recording, press 2.

• To re-record, press 3.

• To exit without saving changes, press *.

10 Press 2 to save the name announcement.


12 Select the Close button on the pop-up window.

Permissions Permissions control what types of calls you can make at different times.

To view your permissions, follow these steps:

1 Select My Personal Details in the navigation pane.

2 The Personal Details page will be displayed. Your permissions can be found in the My Permissions section of the page.

3 Permission types are displayed in a table on the vertical axis, and Business Hours on the horizontal.

Only the system administrator can change permissions and business hours.

Permission typesThe permission types are shown in Table 1

Table 1: Permission types

Call Type Definition


Configure phone

To view your phone’s current configuration, select My Phone in the Navigation pane.

The following options are provided to make configuring your phone easier:

• Program memory keys to quickly activate features from the phone. See “Program memory keys” on page 124.

• Select a key mapping profile to configure keys. See “Select key mapping profile” on page 134.

Emergency (911) Calls to the number used to report an emergency. In North America, this number is 911. This permission is active for all users at all times.

Internal Calls to another extension within the same business.

International International calls to which long-distance charges apply.

Local (external) Calls within the local calling area of your business. No long-distance charges apply.

Long Distance Calls outside the local calling area of your business and outside of your region. Long-distance charges apply.

Operator Assisted Calls in which the operator is involved, typically resulting in long-distance charges.

Regional Calls outside the local calling area of your business and within your region. Long-distance charges apply.

Toll Free (1-800) Long-distance calls to which no charges apply. Typically, these numbers begin with 1-800.

Toll Premium Calls to a toll number to which charges apply. Typically, these numbers begin with 1-900.

Other

Redirect inbound call to external number

Allow call coverage, three-way calls, transfer or forward of external calls to an external phone number. Prerequisite: permission to make the external call itself.

Select Long Distance Provider Include a long-distance provider code as part of the dialed digits for a long distance call. Prerequisite: permission for Long Distance and/or International calls.

Select Regional Provider Include a long-distance provider code as part of the dialed digits for a long-distance call within your region. Prerequisite: permission for Regional calls.

Table 1: Permission types


• Print phone labels for all the programmed phone keys. See “Print phone labels” on page 135.

Program memory keysAny features that you that you assign to the memory keys will remain associated with your extension regardless of which phone model you log into. This means that if you program memory keys on the web interface when selecting a model with a large number of programmable memory keys (such as the Mitel 5224 IP phone), and then log in to a model that has fewer programmable memory keys (such as the Mitel 5212 IP Phone), then some of the keys (the left hand column) will not be visible to you (although any of the programmed memory keys could be active).

To program features to memory keys, follow these steps:

1 Select My Phone in the left menu.

The My Phone page appears.

2 Select the phone model from the Phone Model drop-down list. The phone model that you are currently logged into will have an * beside the name.

Supported phone models include: Mitel 5212 IP Phone, Mitel 5224 IP Phone, Mitel 5304 IP Phone, Mitel 5312 IP Phone, Mitel 5324 IP Phone, Mitel 5330 IP Phone, and Mitel 5340 IP phone.

3 For Mitel 5320/5330/5340/5260 phones, select the appropriate Page number.

4 Select the memory key that you want to program by selecting the appropriate button icon.

The Program Memory Key Details page appears.

5 Complete the following fields (See “Programmable memory key features” on page 126 for a description of each of the features):

• Feature: Select the feature to be programmed.

• Label: (Optional) Type in a description. If no description is typed the system default will be applied.

• Details: Select from a drop-down list or type in the required number without any spaces or characters. Not all features require this field.

• Status: (Only appears with the Forward features). Select Active or Inactive. You will be able to activate or deactivate the feature by pressing this memory key on the phone once it is programmed.


7 Select the Close Window button to close the window.


Your phone key profile is updated.

8 Repeat steps 3-7 for each memory key to be programmed.

To cancel your changes, select the Close Window button instead of the Save button in step 6.

Program memory keys on PKMTo program the memory keys on a Programmable Key Module (PKM), follow these steps:

1 Select My Phone in the left menu.

The My Phone page appears.

2 Select the PKM module from the Phone Model drop-down list.

Your options are: Mitel 5412 PKM, Mitel 5448 PKM-1, or Mitel 5448 PKM-2. Only choose the Mitel 5448 PKM -2 if this is the second PKM unit to be attached to the phone. You should not combine a 5412 PKM with a 5448 PKM as this is not a supported configuration.

3 If you are programming a Mitel 5448 PKM, select the section of keys that you want to program. The choice is Left Bank or Right Bank.

4 Select the memory key that you want to program by moving the mouse over the button and left-click.

The Program Memory Key Details page appears.

5 Complete the following fields:

• Feature: Select the feature to be programmed. You cannot program a Line Appearance on a PKM.

• Label: (Optional) Type in a description. If no description is typed the system default will be applied.

• Details: Select from a drop-down list or type in the required number without any spaces or characters. Not all features require this field.

• Status: Only appears with certain features. Select Active or Inactive. You will be able to activate or deactivate the feature by pressing this memory key on the phone once it is programmed.

6 Select the Save button to save the information or select the Close Window button to cancel your changes.

7 Select the Close Window button to close the window.

Your phone key profile is updated.


8 Repeat steps 3-7 for each memory key to be programmed.

To cancel your changes, select the Close Window button instead of the Save button in step 6.

The LEDs on the PKM are the same as on the phone except that they are always red.

Programmable memory key featuresTable 1 shows the features available to program on a memory key by a user and a description of the fields required. Only the memory keys on your phone can be custom configured. Options that require an LED memory key are labeled LED.

Table 2: Programmable memory key options

Feature Description Default Label

Details Status

Default Assign the default option if you have customized a preset key configuration and want to return a previously customized key back to its default value.

Unassigned N/A N/A

ACD Login/Out

Assign ACD Agent Log In/Out key if you have Callfinity ACDs and Minet phones and are an Agent.

ACD Log In/Out

N/A N/A


Account Code

Assign the Account Code option to a memory key to associate an account code to a call before or during the call.

Note: The Account Code option is not displayed if the Account Codes feature is not enabled for your business.

Account Code

1 Leave the details box blank if you want to be prompted for an account code after selecting the Account Code key.

2 Type an account code if you want the Account Code key to behave like an Account Code Speed Dial key. In this case when you select the Account Code key, the account code that you entered is automatically assigned to the call.

N/A

Company Speed Dial

Assign the Company Speed Dial option to a memory key to dial one of the phone numbers in your External Directory by pressing the memory key.

Note: The Company Speed Dial option is displayed if the administrator has configured the system with speed dials.

Select one of the names from this list to enable the Company Speed Dial option.

N/A

Conference Unit (LED)

Assign the Conference Unit option to a memory key to provide control of the conference unit if connected to a Mitel 5320/5330/5340/5260 IP phone.

Conference Unit

N/A N/A

Directory Assign the Directory option to a memory key to access the internal directory. This is only appropriate for Mitel 5304 IP phones.

Directory N/A N/A



Details Status


Forward to AA (LED)

Assign the Forward to AA (Auto Attendant) option to a memory key to forward all incoming calls to the Auto Attendant. To turn the Forward to AA feature on and off, select the associated memory key. When the memory key LED is lit, the feature is enabled.

Note: This option is displayed when the administrator has configured the system with auto attendants.

Forward to (AA number)

Select one of the Auto Attendants from this list to enable the Forward to AA option.

Select Active or Inactive

Forward to Co-worker (LED)

Assign the Forward to Co-worker option to a memory key to forward all incoming calls to a co-worker. To turn the Forward to Co-worker feature on and off, select the associated memory key. When the memory key LED is lit, the feature is enabled.

Forward to ***(Extension number)

Select a user from this list to enable the Forward to Co-worker option.


Forward to Coverage (LED)

Assign the Forward to Coverage option to a memory key to forward all incoming calls directly to the call coverage you have set up. To turn the Forward to Coverage feature on and off, select the associated memory key. When the memory key LED is lit, the feature is enabled.

Forward to Coverage

None Select Active or Inactive

Forward to Number (LED)

Assign the Forward to Number option to a memory key to forward all incoming calls to a user defined phone number. To turn the Forward to Number feature on and off, select the associated memory key. When the memory key LED is lit, the feature is enabled.

Forward to *****(number entered in details field)

Type the phone number that you want to have your calls forwarded to into the text box to enable the Forward to Number option.

Note: If you forward your phone to an external phone number, you must have permission to make that external call and Redirect Inbound Call to External Number permission.




Details Status


Forward to Prompt (LED)

Assign the Forward to Prompt option to a memory key to forward all incoming calls to a user defined phone number. To turn the Forward to Prompt feature on, select the associated memory key and, using the phone keypad, type in the number to which you would like to have your calls forwarded. When the memory key LED is lit, the feature is enabled. To turn the Forward to Prompt feature off, select the associated memory key and then the FWDOFF softkey or the # key on the telephone keypad.

Forward to *****(number entered in details field)

Type the phone number that you want to have your calls forwarded to into the details box.

Note: If you forward your phone to an external phone number, you must have permission to make that external call and Redirect Inbound Call to External Number permission.


Handsfree Answerback (LED)

Assign the Handsfree Answerback option to a memory key so that your phone can automatically answer an intercom call and set up a two-way speech path.

Note: This option is displayed if the administrator has made it available to you.

Handsfree Answerback

N/A Select Active or Inactive

Incoming Calls List

Assign the Incoming Calls List option to a memory key to allow you to see the list of recently received incoming calls to your extension. This has the same function as the CALLS softkey.

Incoming Calls List

N/A N/A

Intercom to Co-Worker (LED)

Assign the Intercom to Co-Worker option to a memory key to allow you to make a page directly to a co-worker's phone.

Intercom to *** (Co-worker's extension)

Select a user from this list to enable the Intercom to Co-Worker option.

N/A

Intercom to Prompt (LED)

Assign the Intercom to Prompt option to a memory key to allow you to make a page to a co-worker's number that you enter from your phone’s keypad after pressing the key.

Intercom to Prompt

N/A N/A

Join/Leave Group (LED)

Assign the Join/Leave Group option to a memory key to join and leave the selected Call Group by selecting the programmed memory key. The memory key LED is lit when you have joined the selected Call Group.

Join/leave Group

Select a Call Group from this list to enable the Join/Leave Group option.

Note: The Join/Leave Group option is not displayed if you are not a member of a call group.

N/A



Details Status


Line Appearance (LED)

Assign the Line Appearance option to a memory key to have a phone line from which you can receive calls, place calls and keep calls on hold.

Note: Line Appearances are ordered bottom to top, right to left. Incoming calls will be presented on the first available Line Appearance based on the above order.

Line (followed by a number)

Note: You cannot program a Line Appearance on a PKM.

Note: You cannot program a Line Appearance on pages two or three of a Mitel 5340 IP Phone.

N/A



Details Status


Monitor Call (LED)

Assign the Monitor Call option to a memory key to monitor and answer calls occurring on another user’s phone. For 5224/5324 phones, see “Monitor call on the 5224/5324 phone” on page 51. For the 5212/5312 phone, see “Monitor Call on the 5212/5312 IP phone” on page 74. For the 5304 phone, see “Monitor Call on the 5304 phone” on page 99. For the 5320/5330/5340/5260 phone, see “Monitor call on the 5320/5330/5340/5260 phone” on page 25. Note that a Monitor Call Silent option is also available.

Note: Program the same number of Monitor Call keys as the number of simultaneous calls that you want to monitor on the other user's phone. The maximum number of simultaneous calls that can be monitored equals the number of Line Appearances the other user has programmed on their phone. When you program multiple Monitor Call keys for the same Monitor group, they are ordered bottom to top, right to left. The first Monitor Call key will monitor the first call placed or received by the other user (not necessarily the first Line Appearance) and so on.

Example: Number of Line Appearances programmed on the "monitored" user's phone: 4 Monitor Call keys programmed: 2

1. The "monitored" user selects his fourth Line Appearance to make a call when none of his other Line Appearances are in use. The first Monitor Call key is used to monitor this call.

2. An incoming call is received on the "monitored" user’s first Line Appearance while the fourth Line Appearance is still in use. The second Monitor Call key is used to monitor this call.

3. A second incoming call is received on the "monitored" user’s second Line Appearance while first and fourth Line Appearances still in use. This call is not monitored as there are only two Monitor Call keys programmed and they are both in use.

Monitor Call *** (extension number of user monitored)

Select the name of the user this key will be monitoring.

Note: The Monitor call option is not displayed if you are not a member of a monitor group.

N/A



Details Status


Monitor Call Silent (LED)

Assign the Monitor Call Silent option to a memory key to monitor and answer calls occurring on another user’s phone. For 5224/5324 phones, see “Monitor call on the 5224/5324 phone” on page 51. For the 5212/5312 phone, see “Monitor Call on the 5212/5312 IP phone” on page 74. For the 5304 phone, see “Monitor Call on the 5304 phone” on page 99. For the 5320/5330/5340/5260 phone, see “Monitor call on the 5320/5330/5340/5260 phone” on page 25.Note that a Monitor Call option is also available.Note: Monitor Call Silent behaves the same as Monitor Call with the exception that ringing is not used to indicate an incoming call. The Monitor Call Silent option can be used together with or independent of the Monitor Call option. Refer to the Monitor Call entry in this table for details related to programming this option.

Monitor Call Silent *** (extension number of user monitored)

Select the name of the user this key will be monitoring. If the list is empty you cannot program this feature to a key.Note: The Monitor Call Silent option is not displayed if you are not a member of a monitor group.

N/A

Monitor Phone (LED)

Assign the Monitor Phone option to a memory key to monitor another user’s phone to see when their phone is active. Any key that is assigned to monitor another phone also acts as a speed-dial to that phone.Note:Monitor Phone does not allow you to pick-up calls on another user’s line.

Monitor phone *** (extension number of user)

Select the name of the user this key will be monitoring.Note: The Monitor phone option is not displayed if you are not a member of a monitor group.

N/A

One Touch Speed Dial

Assign the One Touch Speed Dial option to a memory key to dial a user defined phone number by pressing the associated memory key.

Type the phone number that you want to dial to enable the One Touch Speed Dial option.

N/A

Page Assign the Page option to a memory key so that you can send a page to all of the phones at your site. The page is broadcast through the speaker of each available phone.

Page None N/A



Details Status


Park/ Retrieve

Assign the Park/Retrieve option to a memory key to put a call on hold at a park location such that it can be retrieved from any other phone at your business that has a memory key configured with the Park/Retrieve option. When you are on an active call, selecting a memory key programmed with the Park/Retrieve feature will park the call. When your phone is idle, selecting a memory key programmed with the Park/Retrieve feature will allow you to retrieve a parked call by entering the park location.

Park/Retrieve None N/A

Pickup Assign the Pickup option to a memory key to allow you to answer an incoming call to any member of the call pickup group.

Pickup Selecting Pickup displays the available pickup groups in the Details list. Select a pickup group from the list to enable the Pickup optionNote: The Pickup option is not displayed if you are not a member of a call pickupgroup.

N/A

Redial List / Dial

Assign the Redial List / Dial option to a phone to display the list of recently dialled calls. The key can also be used to Dial a number displayed on the LCD display (Call lists, Redial lists, and Directory displays). This is only appropriate for Mitel 5304 IP phones.

Redial List / Dial

N/A N/A

Transfer / Conference

Assign the Transfer / Conference key to a phone to allow transferring and conferencing of calls. Press once to transfer a call and twice to make a three-way call. This is only appropriate for Mitel 5304 IP phones.

Transfer / Conference

N/A N/A

Twinning On/Off (LED)

Assign the Twinning On/Off option to a memory key to allow you to activate or deactivate your twinning feature.

Twinning On/Off

N/A Select Active or Inactive

Unassigned

An Unassigned memory key has no action associated with it.

Unassigned None N/A



Details Status


Select key mapping profileTo help with the programming of your phone keys, choose a key mapping profile with a number of pre-programmed keys. Selecting a Key Mapping Profile will remove any programming you may have done to your memory keys.

To select a Key Mapping Profile, follow these steps:

1 Select My Phone in the Navigation pane.

2 Select a Key Profile from the Current Key Profile drop-down list.

3 Select the Reset button.

Your memory keys will be updated to contain the set of keys defined in the key profile.

Configure Ring TonesDistinctive Ringing gives subscribers the ability to choose between pre-defined ring tones. Distinctive Ringing lets users set the ringing tone on their phone to differentiate it from other near-by stations (Distinctive Ringing by Station), differentiate based on whether the call originated from internal or external (Internal/External Distinctive Ringing), and differentiate between calls targeted directly at their extension versus group calls (Call Type Distinctive Ringing).

The originator of the call is used to determine the Internal/External ringing type at the terminating device. Group ringing is only used when the phone is ringing as a result of a group call directly; for example, forwarded group calls do not cause group ringing. A call gets External treatment only if the originator of the call is at the Telco level.

If the ring tone is not configured at the Subscriber level, it defaults to the Tenant level; if the ring tone is not configured at the Tenant level, it defaults to the Telco level.

To configure Ring Tones, follow these steps:

1 Click My Phone in the Navigation pane.

2 Click Configure Ring Tones.

Voice Mail Assign the Voice Mail option to a memory key to allow access to the Voice Mail system. This is only appropriate for Mitel 5304 IP phones.

Voice Mail N/A N/A



Details Status


The Configuring Ring Tones dialog appears.

3 Choose the Extension for test. (Tenant Administrator only.)

4 From the Internal call direct drop-list, select the ring tone you want to use.

5 From the Internal call via group drop-list, select the ring tone you want to use.

6 From the External call direct drop-list, select the ring tone you want to use.

7 From the Internal call via group drop-list, select the ring tone you want to use.

8 Click Save.

You can click Test to listen to the sound of the ring tone you have chosen.

Print phone labelsUsing Print Phone Labels, you can customize and print labels for the programmable keys on your phone.

1 Select My Phone in the Navigation pane.

2 Select the Print Key Labels button at the bottom of the Information pane.

A new window will open. A PDF Template file will open with templates and instructions for the phone labels.

Note that each box has a limited space. If the label for that key exceeds the size available, a + sign will appear next to the key. Reduce the number of characters in the label to eliminate the + sign.

3 Customize the labels and select the Print icon.

You can cut out the labels and insert them under the plastic covers on your phone.

You can save the file to your local drive for future use.

4 Close the browser window.

Call Coverage

Using Call Coverage, you can decide how your calls should be handled when you cannot answer them, including when you are logged out of your phone. To view your Call Coverage options, select the My Call Coverage option in


the Navigation pane. If allowed for your phone, this page also allows you to set the twinning option which allows you to ring another phone (such as your cell phone) simultaneously with your desk phone.

To set-up or change Call Coverage, follow these steps:

1 Select one of the following options:

• My Voice Mail

• Auto Attendant, and select an Auto Attendant from the drop-down list

• My Co-worker, and select a Co-worker from the drop-down list

• Another Phone Number, and enter a phone number (including 9 if it is an outside call).

2 Select how many times you want the phone to ring before going to the coverage option.


4 To disable Call Coverage, select the No Call Coverage checkbox and then select the Save button to save the information.

If you log out of your phone, the call coverage option that you last set up will apply unless you had call forwarding turned on.If the Call Coverage option of your choice no longer exists (an Auto Attendant or Co-worker), your call coverage will default to No Call Coverage.If you cannot select My Voice Mail, it is because your phone has not been configured for voice mail. See the system administrator.If you configure your call coverage to an external phone number you must have permission to make that external call and Redirect Inbound Call to External Number permission.

Twinning If the option is allowed by your administrator, you can configure twinning which allows you to ring another phone (such as your cell phone) simultaneously with your desk phone. To view your Twinning options, select the My Call Coverage option in the Navigation pane.

Follow these steps to set your twinning parameters:

1 Select the Activate Twinning checkbox

2 In the Twinning Target field, enter the phone number of the phone you want to ring in addition to your desk phone. Enter the number as you would normally dial it from your desk phone, including prefix digits.

3 Enter the maximum number of simultaneous calls you want sent to your twinning target in the Maximum # of simultaneous calls to Target field.


Note that your desk phone can receive as many simultaneous calls as its number of Line Appearance keys.

4 Select the Save button to save the information

Do not configure your Twinning Target to be your own company phone number.

Call groups Incoming calls to a call group have the opportunity to be answered by any member of the call group. The way the call is presented to the group members depends on the call group type. The five types of call groups are as follows:

• Broadcast group — all phones in the group ring simultaneously.

• Pickup group - calls to any member of the group can be answered by any other member who presses their pickup key.

• Monitor group - all phones in the group ring simultaneously when a call comes in to the primary member of the group.

• Hunt group — phones in the group ring in sequence.

• Rollover group — first available phone in the group rings.

In all cases, the first phone that picks up answers the call and stops the other phones from ringing or being notified.

To view call groups of which you are a member, select My Call Groups in the Navigation pane.

To view the members of a particular call group, select the Name of the call group from the list.

Only the administrator can add a call group, or change the members of an existing call group.

Join/leave call groupsYou can join and leave a call group of which you are a member if the call group has been configured to allow joining and leaving. For Broadcast, Hunt and Rollover groups, only the phones of members who are joined in the group will ring when the call group is called. For Call Pickup groups, other phones in the group will be notified only if the phone being called is joined in the group.

To join or leave a call group of which you are a member using the web interface, follow these steps:

1 Select My Call Groups in the Navigation pane.


Your status for each call group will be displayed in the Status column.

2 Select In Group to leave or Out of Group to join.

Join and leave steps apply to Broadcast, Call Pickup, Hunt and Rollover groups only.If your status is not displayed as a link, it means that you do not have permission to leave the call group. Selecting this status will not cause a change. See the administrator.You can also join/leave a call group (except a Monitor group) via a programmed join/leave memory key on your phone.

Agent Presence Control Key

If a tenant has Callfinity ACDs and Minet phones, users can program a key called ACD Agent Log In/Out on the My Phone page. After programming this key, the state defaults to active. See Figure 11: ACD Agent Log In/Out.

To program the "ACD Agent Log In/Out” key, follow these steps:

1 From the My Settings page, select View and edit programmable keys on My Phone.

2 Choose the button you want to assign the feature to.

The system returns the Program Memory Key Details pop-up window.

3 From the Feature drop-down list, select ACD Login/Logout.

4 Apply a label.

5 Click Save.


Figure 11: ACD Agent Log In/Out

Directories The phone system has two directories: the Internal Directory and the External Directory. Using each directory, you can

• sort users

• find users


• call users

• print the directory

View the internal directoryTo view the Internal Directory, select Internal Directory in the Navigation pane.

View the external directoryTo view the External Directory, select External Directory in the Navigation pane.

Sort directory listYou can sort a directory from either directory page.

To sort a list, select the column header of the field that you want to sort on. To reverse the sorting order, select the column header a second time.

Find a person in the internal directoryTo find a person, follow these steps:

1 Select Internal Directory in the Navigation pane.

2 Type a First Name or Last Name in the appropriate field. You can enter the first few letters followed by a “*” to search for multiple names starting with the same letters.

3 Select the Search button.

Your search results are displayed. If there are multiple results, you can sort the results.

To restore the entire directory list, select the Show All button.

Find an entry in the external directoryTo find an entry in the external directory, follow these steps:

1 Select External Directory in the Navigation pane.


2 Type a Name or Phone Number in the appropriate field. You can enter the first few letters/numbers followed by a “*” to search for multiple entries.

3 Select the Search button.

Your search results are displayed. If there are multiple results, you can sort the results.

To restore the entire directory list, select the Show All button.

Click to CallTo call a person or entry in the internal or external directory, follow these steps:

1 Select Internal Directory or External Directory in the Navigation pane.

2 Select a Phone Number or Extension to select a specific person or entry.

A Calling pop-up window is displayed with the Originating Extension set to your extension.

3 Confirm that the Destination Number displayed matches the phone number you want to use. If the number is not the same, enter an alternate number.


The call is initiated on the selected phone in speaker mode.

When the party you are calling answers the call, you can continue the call in speaker mode or you can lift the handset.

If your call is not answered, terminate the call on your phone by lifting and replacing the handset or by selecting the Speaker key.

Print a directoryTo print a directory, follow these steps:

1 Select Internal Directory or External Directory in the Navigation pane.

Sorting the directory first will control the order of users in the printed directory.


2 Select the Print List button to display a printable version of the directory.

3 Select Print button in the browser window.

4 Return to the directory by selecting the Close Window button.

Dynamic site The Dynamic Site Support feature allows telephone users to create their own dynamic site from any location with an IP connection to the service provider. The service provider can provision this capability for any telephone user. Your company administrator cannot provision this capability.

If this capability is enabled, you will be presented with an extra web page - "My Dynamic Site" on the web interface. By logging in to the web interface and selecting this new page, you will then be presented with the option to create a dynamic site or to release one. This capability requires that you have a specially configured phone provided by your service provider.

When you select the button to create a dynamic site, the system automatically detects the router to which your computer is connected and then provisions a site using that router address. You then re-boot your phone (disconnect and reconnect the power). It will obtain an IP address locally and then register with the phone service using the newly created dynamic site. The site persists as long as you are connected. If your phone is disconnected, the site will persist for a certain amount of time (typically 1 hour after the phone is disconnected and a minimum of 2 hours after the site was created).

When you select the button to release a dynamic site, the system deletes that site and logs out any user logged in at that site.

For information purposes, the "My Dynamic Site" page displays the IP address of your computer. It also displays the IP address of your dynamic site (the router address) if you have created one.

The following screen shows the controls and information displayed on the My Dynamic Site page:


.

Figure 12: Dynamic site page

Create a dynamic siteTo create a dynamic site, follow these steps:

1 Select My Dynamic Site in the left menu.

2 Select the Create Dynamic Site button.

This will create a dynamic site based on the current location of your computer. If you already have a site associated with a different location, it will be released before any new site is created.

Release a dynamic siteTo release a dynamic site, follow these steps:

1 Select My Dynamic Site in the left menu.

2 Select the Release Dynamic Site button.

This will delete your current dynamic site regardless of where you are currently connected. It will also log you out from your phone.


View dynamic site informationTo view your current dynamic site information, select My Dynamic Site in the left menu.

At the bottom of the page, you will see a line that specifies the address from which you are currently connected. This indicates the IP address of the computer from which you are currently logged in.This could be at your dynamic site or at a regular static site of your company.

At the bottom of the page, you will also see a line that specifies the dynamic site IP address. This will display the address of your dynamic site (the address of the router to which your computer is connected) or blank if you do not currently have a dynamic site.

Connect your phone on a dynamic siteFollow the normal steps to connect your phone on the network defined as your dynamic site.

If you connect your phone to a network that is not the one defined for your dynamic site, your phone will display “Not a Valid Site”.

Once your phone is connected, follow the normal steps to log in.

Voice Mail The voice mail system provides voice messaging capabilities and various features that you can control through the web interface.

If this capability is enabled and you have a voice mailbox, you will be presented with an extra web page - "My Voice Mail" on the web interface. By logging in to the web interface and selecting this new page, you will then be presented with the various features that you can control.

You can access your voicemail system from your phone as well. See “Voice mail on 5212/5312 IP phone” on page 80, “Voice mail on the 5224/5324 phone” on page 57, “Voice mail on the 5320/5330/5340/5260 phone” on page 30, and “Voice mail on the 5304 phone” on page 104.

Enable Message Waiting IndicatorTo enable the Message Waiting Indicator lamp on your phone, follow these steps:

1 Select My Voice Mail in the left menu.

2 In the Receiving Voice Mail section, check the checkbox for Use phone Message Waiting Indicator.



If this is enabled, your phone's Message Waiting lamp will be on whenever you have a phone message waiting for you.

To disable the Message Waiting Indicator lamp on your phone, follow these steps:


2 In the Receiving Voice Mail section, uncheck the checkbox for Use phone Message Waiting Indicator.


Configure email notification of voice messagesTo configure the system to send you an email whenever a voice message is deposited in your voice mailbox, follow these steps:


2 In the Receiving Voice Mail section, check the box for Send a notification to this email address.

3 Fill in the email address to which you want the notifications sent.


Note that this only sends a notification to your email address. It does not send the voice message. To configure the sending of the voice message, see “Configure email forwarding of voice messages” on page 145.

To configure the system so that it does not send you an email whenever a voice message is deposited in your voice mailbox, follow these steps:


2 In the Receiving Voice Mail section, uncheck the box for Send a notification to this email address.


Configure email forwarding of voice messagesTo configure the system to send you an email containing the voice message when it is deposited in your voice mailbox, follow these steps:


2 In the Receiving Voice Mail section, check the box for Send a copy of the Voice Mail as an email attachment to this email address.

3 Select delete or keep to indicate if you want a copy of the voice mail kept on the voice mail system. If you select keep, then you will also be able to retrieve the message using your phone's message retrieval key. See


“Voice mail on 5212/5312 IP phone” on page 80, “Voice mail on the 5224/5324 phone” on page 57, “Voice mail on the 5320/5330/5340/5260 phone” on page 30 and “Voice mail on the 5304 phone” on page 104.

4 Fill in the email address to which you want the voice message sent.


If you configure your voice mails to be emailed and deleted from the voice mail system, then you must also disable the Message Waiting Indicator. See “Enable Message Waiting Indicator” on page 144.

To configure the system so that it does not send you an email containing the voice message when it is deposited in your voice mailbox, follow these steps:


2 In the Receiving Voice Mail section, uncheck the box for Send a copy of the Voice Mail as an email attachment to this email address.


Configure dial-0 destinationTo configure the system so that callers to your voice mailbox can press "0" to be redirected to a specific number, follow these steps:


2 In the Dial-0 destination section, check the box for Enable dial-0 option.

3 Select one of the following:

• The default configured by my administrator

• My Co-worker, and select a Co-worker from the drop-down list

• Call Group, and select a Call Group from the drop-down list.

• Auto Attendant, and select an Auto Attendant from the drop-down list


To configure the system so that callers to your voice mailbox cannot press "0" to be redirected, follow these steps:


2 In the Dial-0 destination section, uncheck the box for Enable dial-0 option.



Configure language for voice mail retrievalTo configure the language that is used when you retrieve your messages, follow these steps:


2 In the Language section, select the appropriate language from the pull-down list.


Note that this does not affect the language that is used for callers to your voice mailbox. Callers to your voice mailbox will hear system prompts in the language or languages specified for your company. Contact your Service Provider if you wish to change this.

For other language settings, see “Setting your language” on page 1.

Configure timezone for voice mailWhen retrieving and playing back your voice messages, the system may indicate the date and time when the messages were deposited. To configure the timezone that the system uses for playback of your voice messages, follow these steps:


2 In the Time Zone section, select the appropriate timezone from the pull-down list.


Reset voice mail PINTo reset your voice mail PIN, follow these steps:


2 In the Voice Mail PIN section, enter your new PIN in each of the two boxes.


Your voice mail PIN must be between four and ten digits.

Note that this is not the same as the PIN which is used for logging into your phone and the web interface. See “Change PIN” on page 118.


Note that if your browser is configured to auto-fill the fields for resetting the PIN, it may fill in the other PIN which is used for logging into the web interface. To avoid this, clear the field and fill in the correct Voice mail PIN value.

Web pages This section describes the web administration pages.

My settingsThe My Settings page acts as your home page, and is the first page you see when you log in. You will find a number of quick links listed here for common user actions:

• View and edit my personal details - See “Change user details” on page 121.

• Change my PIN - See “Change PIN” on page 118.

• View and edit programmable keys on my phone - See “Configure phone” on page 123.

• View and edit call coverage options - See “Call Coverage” on page 135.

• View the internal directory - See “View the internal directory” on page 140.

• View the external directory - See “View the external directory” on page 140.

• View my call groups - See “Call groups” on page 137.

My personal details

Using the My Personal Details page, you can perform the following tasks:

• View and edit your personal data including your name, email, home phone number, and mobile phone number. See“Change user details” on page 121.

• Record your name announcement. See “Record your name for the Auto Attendant” on page 121.

• View your call permissions See “Permissions” on page 122.

• Change your PIN. See “Change PIN” on page 118.

My phone

Using the My Phone page, you can perform the following tasks:


• View and change the settings of your phone keys. See “Program memory keys” on page 124.

• Select a default profile. See “Select key mapping profile” on page 134.

• Print phone key labels. See “Print phone labels” on page 135.

For users of non-Mitel phones, refer to the phone documentation for details regarding its configuration.

My call coverage

Using the My Call Coverage page, you can perform the following tasks:

• View and change your call coverage settings. See “Call Coverage” on page 135.

• If allowed for your phone, you can also view and edit your twinning options. See “Twinning” on page 136.

My call groups

Using the My Call Groups page, you can perform the following tasks:

• View all Call Groups to which you belong. See “Call groups” on page 137.

• View the members of Call Groups to which you belong. See “Call groups” on page 137.

• Join and leave Call Groups. See “Join/leave call groups” on page 137.

My dynamic site

If you have the dynamic site capability enabled for you, you can use the My Dynamic Site page to perform the following tasks:

• Create a dynamic site. See “Create a dynamic site” on page 143.

• Release a dynamic site. See “Release a dynamic site” on page 143.

• View current dynamic site information. See “View dynamic site information” on page 144. See “Dynamic site” on page 142 for more information about dynamic sites.

My voice mail

If the voice mail capability is enabled and you have a voice mailbox, you will be presented with an extra web page - "My Voice Mail" on the web interface. By logging in to the web interface and selecting this new page, you will then be presented with the various features that you can control.

You can configure the following:

• Your Message Waiting Indicator (MWI) - See “Enable Message Waiting Indicator” on page 144.

• Email notification of voice message - See “Configure email notification of voice messages” on page 145.


• Email forwarding of voice messages - See “Configure email forwarding of voice messages” on page 145.

• Your dial-0 destination - See “Configure dial-0 destination” on page 146.

• The language used for voice mail retrieval - See “Configure language for voice mail retrieval” on page 147.

• The timezone used for playback of voice message information - See “Configure timezone for voice mail” on page 147.

• Reset your voicemail PIN - See “Reset voice mail PIN” on page 147.

Company directories

Internal directory

Using the Internal Directory page, you can search for and view all internal users and locations.

External directory

Using the External Directory page, you can search and view all entries in the External Directory/Speed Dials list.

Getting more helpSelect Getting more help at the top of the Help window to access additional help.

Phone MessagesThe LCD on the phones will display various messages that can indicate problems that are occurring. The purpose of this section is to provide the most common messages and the possible causes.

Phone Message Cause Resolution

Extension *** ---Phone has lost its link to the call server.

Check your phone connection.

Contact your system administrator.

Where the first - is flashing

150 Getting more help Final

Call not allowed

The user does not have the correct call permissions to make the call..

Check your call permissions. See “Permissions” on page 122. Contact your system administrator.

User will also hear fast busy tone.

BusyThe device called is busy on a different call

Try the call again at a later time.

User will hear a busy tone.

Invalid ExtensionThe extension dialed is not valid.

Check the number and dial the correct extension.

Subscriber Unavailable

The person being called is logged out and has not set up call coverage

Try the call at a later time.


Device OfflineThe device at the extension dialed does not currently have a connection.

Try the call again at a later time. If the problem persists contact your system administrator.


Device DisabledThe device being called has been disabled.


User will hear fast busy tone.

Call Forward Max Reached

The maximum number of times that the call can be forwarded has been reached.

Advise caller that you are unable to forward the call.

User will hear busy tone.

No Lines AvailableThere is no Line Appearance Available.

Disconnect a call on one of your Line Appearance keys currently in use, then try again.orProgram an additional Line Appearance key (see “Program memory keys” on page 124).



Phone Messages 151Final

Call not allowed

The user does not have the correct call permissions to make the call..

Check your call permissions. See “Permissions” on page 122. Contact your system administrator.

User will also hear fast busy tone.

BusyThe device called is busy on a different call

Try the call again at a later time.


Invalid ExtensionThe extension dialed is not valid.

Check the number and dial the correct extension.

Subscriber Unavailable

The person being called is logged out and has not set up call coverage

Try the call at a later time.


Device OfflineThe device at the extension dialed does not currently have a connection.

Try the call again at a later time. If the problem persists contact your system administrator.


Device DisabledThe device being called has been disabled.


User will hear fast busy tone.

Call Forward Max Reached

The maximum number of times that the call can be forwarded has been reached.

Advise caller that you are unable to forward the call.


No Lines AvailableThere is no Line Appearance Available.

Disconnect a call on one of your Line Appearance keys currently in use, then try again.orProgram an additional Line Appearance key (see “Program memory keys” on page 124).



152 Phone Messages Final

Invalid Feature CodeThe user has entered an incorrect feature access code.

Check the access code and try the call again.

User will hear a fast busy tone.

All Phones BusyThis will normally be seen when trying to page.

Try the page again at a later time and/or contact your system administrator.


Own NumberUser dialed the same extension number as that of the device they are dialing from.


Phone Messages 153Final

154 Phone Messages Final

Glossary

A

Auto Attendant An automated system that directs incoming calls to the appropriate extensions.

ATM Asynchronous Transfer Mode. This is a protocol used for high speed data connections

C

CallP Server Call Processing Server. This is a piece of software that provides much of the intelligence for the silhouette system

Class of Service an identifier that indicates a type of telephone call. Examples of Class of Service include "Emergency (911)", "Internal", and "Long Distance".

Conference Server a device on the network used to provide conferencing services such as three way calling. This is also called the Bridge Server.

Customer from the service provider's perspective, this is often used to mean tenant

D

DHCP Dynamic Host Control Protocol. This allows devices on an IP network to be dynamically allocated their IP Addresses and other information

DHCP Server the machine on an IP network which allocates IP addresses and other information to devices on the network.

Dial Plan a set of entries, which describe what action, the system should take based on the initial digits dialed (such as external call for "9")

DSL Digital Subscriber Loop. This is a digital connection to a subscriber (usually high speed).

DSLAM Digital Subscriber Loop Access Multiplexor. This is the device that multiplexes a set of DSL lines together.

F

FTP File Transfer Protocol. This is a protocol to allow transfer of files (such as the software loads for IP phones) over a network.

G

Gateway the device connecting the IP LAN to the public telephone network. The gateway contains slots that contain ports that connect to the public telephone network over PRI groups.

155Final

H

HTML Hyper Text Markup Language. This is a system of tagging documents with context information allowing them to be displayed by web browsers.

HTTP Hyper Text Transfer Protocol. This is the protocol used to send information (usually HTML pages) over networks.

ICMP Internet Control Messaging Protocol. This is a protocol that allows the Ping command.

I

IP Internet Protocol. This is a simple data networking protocol used in the World Wide Web and many private data networks.

IP Address A set of 4 numbers that uniquely identify a device on an IP network. In order for a device to communicate on an IP network, it must have an IP address. The address is of the form xxx.xxx.xxx.xxx where xxx is a number in the range 0-255

IP Address Mask A set of 4 numbers associated with an IP Address used to determine the size of the subnetwork in which the device can communicate. The mask is in the form xxx.xxx.xxx.xxx where xxx is a number in the range 0255. When the mask is expressed in binary, the number of 0's at the end of the mask indicate how large the subnetwork is the more 0's, the larger the subnetwork

L

LAN Local Area Network. This refers to the part of the IP network that connects the tenant's phones and PCs locally.

M

media server a device used to store and play auto attendant greetings, announcements and prompts for users of the silhouette system.

MIB Management Information Base. This is a logical database made up of configuration, status and statistical information. It is transmitted using the SNMP protocol.

N

NMS Network Management System (or Station). This is a system used to remotely monitor all components of a network. The most common protocol used by an NMS to communicate with its network components is SNMP.

NOC Network Operations Center. This is typically a location where the service provider's NMS is running.

NPA Numbering Plan Area. This is a 3 digit code also known as the Area Code

P

156 Glossary Final

PRI Primary Rate ISDN. This is a service that provides 23 digital voice channels plus 1 signaling channel on a standard T1 interface in a telephone network.

PRI Group a grouping of PRI channels used for routing information.

Product DHCP Server The DHCP Server provided as part of the silhouette product

PSAP Public Safety Answering Point A facility equipped and staffed to receive 911 calls

PSTN Public Switched Telephone Network.

PVC Private Virtual Circuit. This is a reserved part of an ATM connection.

R

RFC Request For Comments. This is actually used to describe specifications for protocols and computer industry related issues that are now considered standard. For example, the standard definition of SNMP is referred to as RFC1157

Route A logical entity used to describe the type of calls based on dial plan (such as Internal, Long Distance, etc)

Route Entry an entity that describes to which PRI group a call should be routed

RTCP Real Time Control Protocol.

RTP Real Time Protocol. This is a protocol used for sending messages to and from the IP Telephones.

S

silhouette the product provided by Broadview Networks Inc. to provide telephone service in a small business IP data network

Slot (on a gateway) a single interface on a gateway. The slot contains ports that connect to PRI groups.

SMDI Simplified Message Desk Interface. This is a protocol used to communicate with a voice mail system.

SMDI Port a number indicating a characteristic of IP messages for the voice mail system.

SME Small and Medium Business Enterprises

SMTP Simple Mail Transfer Protocol. This is a protocol for sending e mail messages.

SNMP Simple Network Management Protocol

T

T1 A standard North American physical wiring interface which provides twenty four 64 kilobit/second channels for telephone calls.

Glossary 157Final

TCP Transmission Control Protocol. This is a layer added onto the IP protocol (shown as TCP/IP) to provide reliable communication.

telco Telephone Company. This is a company that purchases the silhouette solution and sells voice over IP telephone service to tenants

tenant a customer of the service provider

tenant administrator a user id that has the access rights required to perform administrative functions for a given tenant.

TFTP Trivial File Transfer Protocol. This is the protocol used by the silhouette TFTP Server that sends the software load files to IP phones.

U

UBR Unspecified Bit Rate. This is a characteristic of a PVC in an ATM connection. In the silhouette system, it would be used for PC data traffic.

UDP User Datagram Protocol. This is a layer added onto the IP protocol (shown as UDP/IP) to provide a simple way to deliver information.

URL Universal Resource Locator This is typically a web page such as http://www.broadviewnet.com

User an individual with access to the web interface of the silhouette product. A user has an associated user id and password/PIN number. From the perspective of a tenant, a user also has an associated telephone extension

V

VBR rt Variable Bit Rate Real Time. This is a characteristic of a PVC in an ATM connection. In the silhouette system, it would be used for telephony traffic

VCI Virtual Circuit Identifier. This is part of the definition of a PVC in an ATM connection. A PVC is uniquely identified by its VCI and VPI (usually written in the form ccc.ppp where ccc is the VCI and ppp is the VPI).

VPI Virtual Path Identifier. This is part of the definition of a PVC in an ATM connection. A PVC is uniquely identified by its VCI and VPI (usually written in the form ccc.ppp where ccc is the VCI and ppp is the VPI).

Voice Mail system a device used for storage and retrieval of subscriber's voice mail.

W

WAN Wide Area Network. This refers to the part of the network that connects the service provider to its tenants

Z

Zone A logical entity that associates sites with dial plans and CallP servers. Zones contain route entries that determine the physical routing of outgoing calls from the system.

158 Glossary Final

159 Glossary Final

160 Glossary Final

Index

Numerics3-way call

5212/5312 IP phone 635224/5324 IP phones 375304 IP phone 865330/5340 IP phone 12

5212/5312 IP phone 583-way call 63account codes 65account codes speed entry 65activating 59answering calls 60call groups join/leave 73company speed dial 69directory 69forward to auto attendant 70forward to coverage 70forward to coworker 70forward to number 71forward to prompt 71handset volume 81handset, using 60hold 72intercom to co-worker 72intercom to prompt 73joining two calls 64line appearance 73making a call 62monitor groups 74mute 76one touch speed dial 76page 76redial 67ring volume 80second call, answering 61setting up 59speaker 78speaker volume 81speakerphone 61transferring a call 78transferring a call to voice mail 79twinning 79voice mail 80

5224/5324 IP phone 313-way call 37

account codes 38activating 33answering 34answering second call 35company speed dial 43Directory 43handset 34handset volume 58hold 47Intercom to co-worker 47join/leave group 48joining two calls 38line appearance 48login 49logout 50making a call 36making a second call 36monitoring groups 51mute 53one-touch speed dial 53page 53park/retrieve 54redial 42ring volume 57setting up 31speaker 55speaker volume 58transfer call to voice mail 56twinning 56voice mail 57

5304 IP phone3-way call 86account codes 88account codes speed entry 89activating 83answering calls 83call groups join/leave 97company speed dial 92directory 93features 86forward to auto attendant 93forward to coverage 94forward to co-worker 94forward to number 94forward to prompt 95

161Final

forwarding calls 93handset 84handset volume 105handset, using 84hold 96intercom to co-worker 96intercom to prompt 97joining two calls 88line appearance 97making a call 85monitor groups 98mute 100one touch speed dial 100page 100redial 90ring volume 105second call answering 85second call, making 86setting up 83speaker 102speaker volume 105transferring a call 103transferring a call to voice mail 103twinning 104using 81voice mail 104

5324 phoneconference unit 112

5330 IP phone 55330/5340 IP phone 4

3-way call 12account codes 13account codes speed entry 14activating 8answering calls 9call groups join/leave 22company speed dial 17directory 18forward to auto attendant 18forward to coverage 19forward to coworker 19forward to number 19forward to prompt 20handset volume 31handset, using 10hold 21intercom to co-worker 21intercom to prompt 21joining two calls 13line appearance 22

making a call 11monitor groups 24mute 26one touch speed dial 26page 27redial 16ring volume 30second call, answering 10setting up 8speaker 28speaker volume 31speakerphone 10transferring a call 28transferring a call to voice mail 29twinning 29voice mail 30

5330/5340 phoneconference unit 108

5340 IP Phone 6, 75412 PKM 1075448 PKM 107, 125AAccount codes

5212/5312 IP phone 655224/5324 IP phone 385304 IP phone 885330/5340 IP phone 13description 127speed entry on 5212/5312 IP phone 65speed entry on 5224/5324 IP phones 39speed entry on 5304 IP phone 89speed entry on 5330/5340 IP phone 14

Activating IP phones5212/5312 IP phone 595224/5324 IP phone 335304 IP phone 835330/5340 IP phone 8

Agent Presence Control Key 138Answering a second call

5212/5312 IP phone 615224/5324 IP phone 355304 IP phone 855330/5340 IP phone 10

Answering calls5212/5312 IP phone 605224/5324 IP phone 345304 IP phone 835330/5340 IP phone 9

ATM 155, 157, 158Auto Attendant

162 Index Final

recording name 121auto attendant 155, 156CCall coverage 135, 136

5212/5312 IP phone 705224/5324 IP phone 455304 IP phone 945330/5340 IP phone 19options 135

Call groups 137join/leave on 5212/5312 IP phone 73join/leave on 5224/5324 IP phone 48join/leave on 5304 IP phone 97join/leave on 5330/5340 IP phone 22

Call listsviewing on 5224/5324 IP phones 40

Calls 123Click to Call 141Company directories

description 139external 150external, speed dial 127finding person in external 140finding person in internal 140internal 150printing 141

Company speed dial5212/5312 IP phone 695224/5324 IP phones 435304 IP phone 925330/5340 IP phone 17description 127

Conference Unit for 5324 phones 112Conference Unit for 5330/5340 phones 108Configure phone 123Control Switch 106DDHCP 155, 157dial plan 157Directories 139Directory 140, 141

5212/5312 IP phone 695224/5324 IP phone 435304 IP phone 935330/5340 IP phone 18company 150

Dynamic site support 142creating 143releasing 143viewing 144

EEmergency (911) 155External directory, viewing 140Fform 156, 158Forward to auto attendant 128


Forward to coverage 19, 70, 94, 1285212/5312 IP phone 705224/5324 IP phone 455304 IP phone 945330/5340 IP phone 19

Forward to co-worker 1285212/5312 IP phone 705224/5324 IP phone 455304 IP phone 945330/5340 IP phone 19

Forward to number 1285212/5312 IP phone 715224/5324 IP phone 465304 IP phone 945330/5340 IP phone 19

Forward to prompt 1295212/5312 IP phone 715224/5324 IP phone 465304 IP phone 955330/5340 IP phone 20

Forwarding options5224/5324 IP phone 44

GGateway 155gateway 155, 157HHandset

using on 5212/5312 IP phone 60using on 5224/5324 IP phone 34using on 5304 IP phone 84using on 5330/5340 IP phone 10

Handset volume5212/5312 IP phone 815224/5324 IP phone 585304 IP phone 1055330/5340 IP phone 31

Handsfree answerback5224/5324 IP phone 47description 129

Headset 106

Index 163Final

configuring 106connecting 106using 106

Hold5212/5312 IP phone 725224/5324 IP phone 475304 IP phone 965330/5340 IP phone 21

IIncoming calls list 129Intercom to co-worker

5212/5312 IP phone 725224/5324 IP phone 475304 IP phone 965330/5340 IP phone 21description 129

Intercom to prompt5212/5312 IP phone 735224/5324 IP phone 485304 IP phone 975330/5340 IP phone 21description 129

Internal directory, viewing 140IP address 156JJoin call group

using web interface 137Join group


Join/Leave Group 129Joining two calls


KKey programmable features 126LLeave group

5212/5312 IP phone 735224/5324 IP phone 485304 IP phone 975330/5340 IP phone 22using web interface 137

Line Appearance 130Line appearance

5212/5312 IP phone 73

5224/5324 IP phone 485304 IP phone 975330/5340 IP phone 22

Log Out of the web 119Login 1, 116, 117, 119

5224/5324 IP phone 49Logout 119

5224/5324 IP phone 50Long Distance 155, 157MMaking a call


Making a second call5224/5324 IP phone 36

Memory keysprogramming features 123

Message 150Messages

5224/5324 IP phone 57Mitel 5310 IP Conference Unit 107Mitel IP phones

5212/5312See 5212/5312 IP phone.

5224/5324See 5224/5324 IP phone.

5330/5340See 5330/5340 IP phone.

Monitor Call Silentdefinition 132

Monitor Groups5212/5312 IP phone 745224/5324 IP phone 515304 IP phone 985330/5340 IP phone 24

Monitor Phonedefinition 132

Mute5212/5312 IP phone 765224/5324 IP phone 535304 IP phone 1005330/5340 IP phone 26

My call coverage web page 149My call groups web page 149My Dynamic Site

feature 142web page 142

My personal details, web page 148

164 Index Final

My settings, web page 148OOne touch speed dial

5212/5312 IP phone 765224/5324 IP phone 535304 IP phone 1005330/5340 IP phone 26definition 132

PPage 132


Park/retrieve5224/5324 IP phone 54definition 133

Permission types 122Permissions 122Personalizing phone usage via the web 116Phone messages 150PIN

changing 118forgotten 118

PKMMitel 5412 107Mitel 5448 107using 107

PRI 155, 157Printing

directory 141key labels 124phone labels 135

Programmable Key Module. See PKM.PSAP 157PSTN 157Public Safety Answering Point 157PVC 157, 158RRecording

auto attendant name 121Redial


route 158SSecond call answering

5212/5312 IP phone 61


security alert, stopping 118Select key mapping profile 134servers 158Setting up


SMDI Port 157SNMP 156, 157Sort directory list 140Speaker 58, 61

5212/5312 IP phone 785212/5312 speakerphone 615224/5324 IP phone 555304 IP phone 1025330/5340 IP phone 285330/5340 speakerphone 10

Speaker volume5212/5312 IP phone 815224/5324 IP phone 585304 IP phone 1055330/5340 IP phone 31

Speakerphone to handset switch5212/5312 IP phone 615224/5324 IP phone 35

TTransferring a call


Transferring a call to voice mail5212/5312 IP phone 795224/5324 IP phone 565304 IP phone 1035330/5340 IP phone 29

Twinning5212/5312 IP phone 795224/5324 IP phone 565304 IP phone 1045330/5340 IP phone 29

UUser details, changing 121VVoice mail

5212/5312 IP phone 805304 IP phone 104

Index 165Final

5330/5340 IP phone 30voice mail 157, 158Volume

ring on 5212/5312 IP phone 80ring on 5224/5324 IP phone 57ring on 5304 IP phone 105ring on 5330/5340 IP phone 30

speaker on 5224/5324 IP phone 58WWeb login 117, 118

forgotten PIN 118PIN, changing 118

Web logout 119Web pages 148

166 Index Final

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NOTES

168 Notes

Mitel IP Phone Reference Guide - voxnetinc.com · This document is provided as a reference guide...

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